Industry Knowledge – 15%
Contact Center
KCS

Implementation Strategies – 5%
Contact Center deployment

Service Cloud Solution Design – 15%
Salesforce Console

Knowledge Management – 11%
Knowledge life cycle

Interaction Channels – 15%
Communities
Email to Case
Web to Case

Case Management – 25%
Entitlement
Case Management
Live Agent
Chatter Answers
Case Feed

Contact Center Analytics – 7%
Reports and Dashboards

Integration and Data Management – 7%
Case Data

Cheers!!!