INDUSTRY KNOWLEDGE 10% (4 hours&35 mins)

Explain the factors that influence key contact center metrics, KPIs, and business challenges.

Explain the use cases and benefits for different interaction channels.

Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.).

Identify the benefits of a Knowledge base

IMPLEMENTATION STRATEGIES 15% (3 hours &40 mins)

Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements,design, build, test, and document).

Given a scenario, determine appropriate contact center licensing and deployment strategies.


Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs.

Distinguish the key components that contribute to performance optimization within a design.

Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning.

KNOWLEDGE MANAGEMENT 9% (14 hours &27 mins)

Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.

Given business process requirements, determine the appropriate approach to manage Knowledge adoption

and maintenance.

Given a set of requirements, determine how to configure data categories, article types, articles, and

publishing workflow.

Distinguish the key factors to consider when designing a Knowledge data migration strategy.

Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge.

INTERACTION CHANNELS 10% (6 hours&57 mins)

Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat, SOS/video channel, and social media.

Given business process requirements, determine the appropriate approach to case submission.

Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).

CASE MANAGEMENT 15% (20hours &15 mins)

Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.

Describe the relationships between cases and other areas such as assets, entitlements, work orders,

Communities, Live Agent, and Knowledge.

Given a set of KPIs, determine the appropriate case management solution.

Explain the capabilities, use cases, and how to configure the service entitlements and milestones in


Explain the use cases, capabilities, and limitations of Flow important to case management.

Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).

Identify use cases and capabilities Social Customer Service

CONTACT CENTER ANALYTICS 5% (0 hours &45 mins)

Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).

Given a scenario, evaluate the considerations when designing reports and dashboards to serve different

stakeholders (agents, supervisors, managers, executives).


Given a scenario, analyze the implications and design considerations of large data and transaction volumes.

Explain the use cases and considerations common to contact center integration patterns.

SERVICE CONSOLE 15% (5hours&25 mins)

Given a scenario, identify the appropriate Service Console features to meet the business need.

Explain how different Service Console features work together to deliver business value.

Given a set of business requirements, describe how a feature should be implemented.