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Service Cloud Voice Accredited Professional Exam Guide

The Salesforce Service Cloud Voice Accredited Professional credential is designed for consultants who have experience implementing and consulting Service Cloud Voice capabilities of Service Cloud in a customer-facing role. This exam is for individuals who want to demonstrate their skills and knowledge in designing, configuring, building, and implementing Service Cloud Voice.

1. About the Service Cloud Voice Accredited Professional Exam

  • Content: 46 multiple-choice/multi-select questions
  • Time allotted to complete the exam: 69 minutes
  • Passing Score: 70% (33 out of 46 questions)
  • Registration Fee: $150 plus applicable taxes
  • Retake Exam Fee: $75 plus applicable taxes
  • Prerequisites: Salesforce Service Cloud Consultant Certification

2. Exam Outline

Implementation Strategies and Design

● Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document).
● Given a scenario, determine appropriate deployment strategies and licensing needs
Voice Overview

● Evaluate Voice capabilities within the context of Contact Center
● Understand how Voice addresses current telephony challenges
Using Voice in Salesforce

● Demonstrate key supporting capabilities within the Voice setup experience- Given a scenario, analyze the reporting to meet the requirements
● Given a scenario, explain how agents interact with callers using Voice
● For everyday use cases, analyze optimal design and solutions
Extend Voice with AWS Connect

● Demonstrate key supporting capabilities within the AWS Connect setup experience
● Given a scenario, evaluate how customers interact with the contact center using contact flows
● Given a scenario, demonstrate best practices for telephony integration
● Understand how to identify, troubleshoot and resolve common issues to improve Connect capabilities with available metrics

3. Service Cloud Voice Accredited Professional Exam Study Course

Accredited Professional Exam curriculum is available on Salesforce Partner Learning Camp. Please refer to Accredited Professional Partner Community Page for details.

4. Important Topics for Service Cloud Voice Accredited Professional Exam

5. Additional Resources

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