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Last Updated: Jul 31, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Cloud User Interface and Processes | 25% | - Implement UI modifications and automation using workspaces - Create business rules and enhanced business rules - Use standard text, variables, and message bases - Configure Products, Categories, and Dispositions |
| Topic 2: Processes between Customers and Agents | 25% | - Generate outreach and feedback campaigns - Set up agent assistance and guided assistants - Configure chat, cobrowse, and mailboxes - Configure advanced routing and international data support |
| Topic 3: Reports and Extensions | 10% | - Configure console add-ins and extensions - Customize, share, and schedule reports - Describe Service Cloud Analytics |
| Topic 4: Service Console Core Features and Access | 20% | - Perform initial setup and agent desktop configuration - Set up navigation, permissions, and user accounts - Manage console access and security profiles |
| Topic 5: Service Cloud Products and Services | 20% | - Explain Service Cloud core products and services - Describe core business objects and configuration settings - Create queues, assignments, and application menus - Configure Service Level Agreements |
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