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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Industry Knowledge | 22% | - Service industry best practices - Key metrics, KPIs and business challenges - Contact center types and business drivers |
| Topic 2: Service Cloud Solution Design | 19% | - Scalability and maintainability - Feature selection and alignment with requirements - Solution design considerations and trade-offs |
| Topic 3: Knowledge Management | 9% | - Knowledge base configuration and management - Article lifecycle and publishing - Knowledge-Centered Service (KCS) methodology |
| Topic 4: Service Console | - Configuration and usability - Feature combination and business value | |
| Topic 5: Case Management | 11% | - Automation with Flow, Process Builder and macros - Case creation, assignment, escalation and resolution - Entitlements, milestones and service level agreements |
| Topic 6: Integration and Data Management | 6% | - Integration patterns and tools - Data model and relationships - Data migration and quality |
| Topic 7: Implementation Strategies | 19% | - Licensing and deployment models - Project planning and requirements gathering - Consulting engagement lifecycle |
| Topic 8: Contact Center Analytics | 5% | - Data sources and reporting considerations - Report and dashboard design - Metrics and KPIs tracking |
| Topic 9: Intake and Interaction Channels | 9% | - Omni-channel routing and configuration - Email, phone, chat, social, and web channels - Channel capabilities and limitations |
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