Last Updated: Oct 06, 2026
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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
The price of the Service-Cloud-Consultant exam is $200 USD.
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Knowledge Management | 12% | - Knowledge base design and implementation - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption - Data categories and access control |
| Topic 2: Implementation Strategies | 12% | - Training and adoption planning - Data migration, quality and governance - Licensing and deployment considerations - Consulting engagement lifecycle |
| Topic 3: Integrations | 10% | - Third-party system integration - CTI and telephony integration - Data exchange and synchronization |
| Topic 4: Case Management | 13% | - Entitlements, milestones and SLAs - Case deflection and self-service - Automation: assignment rules, escalation, workflow - End-to-end case lifecycle design |
| Topic 5: Industry Knowledge | 12% | - Contact center metrics and KPIs - Types of contact centers and their characteristics - Business challenges, risks and outcomes |
| Topic 6: Service Cloud Solution Design | 15% | - Scalability and maintainability - Solution design based on requirements - Security, compliance and performance optimization - Capabilities, limitations and trade-offs |
| Topic 7: Contact Center Analytics | 10% | - Report and dashboard design - Data-driven improvement - Key metrics and KPIs tracking |
| Topic 8: Intake and Interaction Channels | 13% | - Email, web, social, phone and messaging channels - Designing intake channels - Configuration best practices - Digital engagement and omni-channel |
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