Salesforce Service Cloud Consultant 

The Salesforce Certified Service Cloud Consultant exam has been built for candidates with the experience to implement Salesforce Service Cloud solutions in a customer-facing role. Candidates planning to take the exam should have proven experience with administering and configuring of a Salesforce application. As a Salesforce Certified Service Cloud Consultant, you will acquire skills for designing and implementing Service Cloud solutions to meet customer business requirements. The solution implemented should be maintainable and scalable, and contribute to long-term customer success.

Who should take the exam?

As a Salesforce Certified Service Cloud Consultant, you should be able to design and deploy solutions that support customer business processes and requirements with the help of Salesforce applications. Also, it is recommended to have the experience to design solutions using the Service Cloud functionality and implementing these solutions within a customer organization. Candidates are required to have has both contact center industry experience and expertise in Salesforce applications together with the knowledge to implement multiple applications in common customer scenarios.

Exam Outline

The Salesforce Service Cloud Consultant exam covers the following concepts - 

• Industry Knowledge: 10%
• Implementation Strategies: 15%
• Service Cloud Solution Design: 16%
• Knowledge Management: 9%
• Interaction Channels: 10%
• Case Management: 15%
• Contact Center Analytics: 5%
• Integration and Data Management: 5%
• Service Console: 15%

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