Salesforce Service-Con-201 Exam Syllabus Topics:

Topic	Details
Topic 1	Case Management: This domain covers designing end-to-end case management solutions, implementing case deflection strategies, configuring entitlements, milestones, SLAs, and understanding Service Cloud automation capabilities.
Topic 2	Knowledge Management: This domain covers Knowledge article lifecycle, Knowledge Centered Service methodology, and configuring Salesforce Knowledge for agent support and self-service processes.
Topic 3	Contact Center Analytics: This domain focuses on developing reports and dashboards to deliver relevant analytical information to contact center stakeholders.
Topic 4	Integrations: This domain covers integration use cases and considerations for connecting Service Cloud with third-party solutions and external data sources.

Reference: https://trailheadacademy.salesforce.com/certificate/exam-service-consultant---Service-Con-201

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