Salesforce Service Cloud Certification Topics

• Industry Knowledge: 66%
• Implementation Strategies: 54%
• Service Cloud Solution Design: 33%
• Knowledge Management: 50%
• Interaction Channels: 20%
• Case Management: 42%
• Contact Center Analytics: 0%
• Integration and Data Management: 100% 
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• omni channel salesforce
• Quick Text
• Macros
• Publisher action
• Live Agents
• Chatter questions
• Entitlement implement
• Enable Salesforce social profile on contacts
• SOS Video Chat
• Developer k pro sandbox
• Set up milestones
• Enable HISTORY component within the Salesforce console for service
• An Enterprise resource planning system
• Milestones
• Add the question action to chatter in the community publisher
• Live agent user profile
• Field Service Lightning
• On demand email to Case