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