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Last Updated: Aug 13, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Integration and Data Management | 6% | - Data model and relationships - Integration patterns and tools - Data migration and quality |
| Contact Center Analytics | 5% | - Data sources and reporting considerations - Report and dashboard design - Metrics and KPIs tracking |
| Case Management | 11% | - Entitlements, milestones and service level agreements - Case creation, assignment, escalation and resolution - Automation with Flow, Process Builder and macros |
| Intake and Interaction Channels | 9% | - Channel capabilities and limitations - Email, phone, chat, social, and web channels - Omni-channel routing and configuration |
| Service Console | - Feature combination and business value - Configuration and usability | |
| Industry Knowledge | 22% | - Key metrics, KPIs and business challenges - Contact center types and business drivers - Service industry best practices |
| Service Cloud Solution Design | 19% | - Solution design considerations and trade-offs - Scalability and maintainability - Feature selection and alignment with requirements |
| Knowledge Management | 9% | - Knowledge-Centered Service (KCS) methodology - Article lifecycle and publishing - Knowledge base configuration and management |
| Implementation Strategies | 19% | - Licensing and deployment models - Consulting engagement lifecycle - Project planning and requirements gathering |
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