Service Console section only consists of 15% of total score in the Salesforce Service Cloud Consultant certification exam, topics that are covered are mostly related to Service Console features.

Contact Center Analytics section only consists of 5% of total score in the Salesforce Service Cloud Consultant certification exam, covering topics such as reporting solution with data sources, data volume and various contact center technologies as well as designing reports and dashboards.

Case Management section consists of 15% of total score in the Salesforce Service Cloud Consultant certification exam, including case management solution, case related objects and relationships, KPIs, service entitlements, milestones, Social Customer Service and etc.

Interaction Channels section consists of 10% of total score in the Salesforce Service Cloud Consultant certification exam, covering topics such as interaction channel, case submission and configuring an interaction channel solution.

Knowledge Management section consists of 9% of total score in the Salesforce Service Cloud Consultant certification exam, covering topics such as Knowledge article lifecycle, Knowledge adoption and maintenance, data categories, data migration and so on.

Service Cloud Solution Design section consists of 16% of total score in the Salesforce Service Cloud Consultant certification exam, covering topics such as solution design, performance optimization, use cases and benefits for implementing CTI, Communities and Field Service Lightning.

Implementation Strategies section consists of 15% of total score in the Salesforce Service Cloud Consultant certification exam, covering topics such as facilitating a successful consulting engagement as well as contact center licensing and deployment strategies.

Industry Knowledge section consists of 10% of total score in the Salesforce Service Cloud Consultant exam, covering topics such as key contact center metrics, KPIs, business challenges, contact centers and business drivers, knowledge base and etc.