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| Section | Weight | Objectives |
|---|---|---|
| Case Management | 13% | - Case deflection and self-service - Automation: assignment rules, escalation, workflow - End-to-end case lifecycle design - Entitlements, milestones and SLAs |
| Integrations | 10% | - Third-party system integration - CTI and telephony integration - Data exchange and synchronization |
| Industry Knowledge | 12% | - Contact center metrics and KPIs - Business challenges, risks and outcomes - Types of contact centers and their characteristics |
| Implementation Strategies | 12% | - Consulting engagement lifecycle - Data migration, quality and governance - Training and adoption planning - Licensing and deployment considerations |
| Intake and Interaction Channels | 13% | - Email, web, social, phone and messaging channels - Configuration best practices - Digital engagement and omni-channel - Designing intake channels |
| Service Cloud Solution Design | 15% | - Scalability and maintainability - Capabilities, limitations and trade-offs - Security, compliance and performance optimization - Solution design based on requirements |
| Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Data-driven improvement - Report and dashboard design |
| Knowledge Management | 12% | - Case deflection and knowledge adoption - Article lifecycle, versioning and visibility - Data categories and access control - Knowledge base design and implementation |
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