Salesforce Service Cloud Consultant
The Salesforce Service Cloud Consultant Certification has especially been designed for those candidates who have the experience to implement Salesforce Service Cloud solutions in a customer-facing role. It advised that the candidate should have proven experience with administering and configuring of a Salesforce application. After successfully becoming a Salesforce Certified Service Cloud Consultant, you will be able to develop skills for designing and implementing Service Cloud solutions to meet customer business requirements.
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 Prerequisites
The Salesforce Service Cloud Consultant examination will definitely help you grow in a career. However, you should have the experience, skills, and knowledge in:
- Experience managing implementation projects
- Strong analytical and problem-solving skills
- Deep knowledge of Salesforce product lines
- Solid understanding of internet technologies and cloud computing
- Solid understanding of data management and database concepts
- Familiarity with the software development lifecycle
Ability to:
- Design and implement successful solutions
- Anticipate and mitigate risk
- Meet and manage customer expectations
- Increase customer confidence
- Consistently deliver effective business solutions
- Manage solution delivery and any issues that arise
- Build solutions that are scalable and maintainable
- Set up change management practices to ensure long-term solution success
- Troubleshoot and resolve issues
- Prioritize and escalate customer issues
Check: Salesforce Service Cloud Consultant Interview Questions
Exam Details
The Salesforce Service Cloud Consultant Exam Questions are in multiple-choice/multiple-select format. The cost of the examination is USD 200, plus applicable taxes as required per local law. The passing score of the examination is 67% and also, you will be getting 105 minutes to finish the exam. However, it can be taken as a Proctored exam delivered onsite at a testing center or in an online proctored environment.
For more information, click on Salesforce Service Cloud Consultant FAQ.
Exam Outline
The Salesforce Service Cloud Consultant Certification Course is as follows:
Industry Knowledge: 10%
- Explain the factors that influence key contact center metrics, KPIs, and business challenges. (Salesforce Documentation: Service Cloud for Lightning Experience)
- Explain the use of cases and benefits for different interaction channels. (Salesforce Documentation: Create Digital Engagement on Multiple Channels, Service Cloud Channels)
- Compare and contrast the different types of contact centers and their business drivers (help desk, product support, telesales, service, field service/depot repair, B2C, B2B, etc.). (Salesforce Documentation: Build a World-Class Omni-Channel Contact Center Workforce)
- Identify the benefits of a knowledge base. (Salesforce Documentation: Salesforce Knowledge-Centered Support Overview)
Implementation Strategies: 15%
- Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document).
- Given a scenario, determine appropriate contact center licensing and deployment strategies. (Salesforce Documentation: Change Sets)
Service Cloud Solution Design: 16%
- Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs.
- Distinguish the key components that contribute to performance optimization within a design. (Salesforce Documentation: Service Cloud Agent Productivity, Service Cloud Efficiency)
- Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning. (Salesforce Documentation: Community Cloud Basics, Field Service Basics)
Knowledge Management: 9%
- Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback. (Salesforce Documentation: Manage Articles and Content with Salesforce Knowledge)
- Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance. (Salesforce Documentation: Plan Your Knowledge Base in Salesforce Classic)
- Given a set of requirements, determine how to configure data categories, article record types, articles, and publishing workflow. (Salesforce Documentation: Create and Edit Articles)
- Understand the key factors to consider when implementing a Knowledge data migration strategy. (Salesforce Documentation: Lightning Knowledge Migration Tool)
- Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge. (Salesforce Documentation: Compare Lightning Knowledge with Knowledge in Salesforce Classic)
Interaction Channels: 10%
- Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS/video channel, and social media.) (Salesforce Documentation: Service Cloud Channels)
- Given business process requirements, determine the appropriate approach to case submission. (Salesforce Documentation: Send and Receive Emails with Email-to-Case, Set Up Web-to-Case)
- Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media). (Salesforce Documentation: Service Cloud Channels
Case Management: 15%
- Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition. (Salesforce Documentation: Rules and Queues, Service Cloud Support and Case Management)
- Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge. (Salesforce Documentation: Support Objects)
- Given a set of KPIs, determine the appropriate case management solution. (Salesforce Documentation: Things to Know About Cases)
- Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce. (Salesforce Documentation: Set Up and Manage Assets, Set Up and Manage Entitlements and Milestones)
- Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text). (Salesforce Documentation: Automate Case Management)
- Identify use cases and capabilities of Social Customer Service. (Salesforce Documentation: Connect to Customers Where They Are with Social Customer Service)
Contact Center Analytics: 5%
- Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.). (Salesforce Documentation: Monitor Support Processes, Tips for Effective Support Reporting)
- Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives). (Salesforce Documentation: Service Cloud Reporting)
Integration and Data Management: 5%
- Explain the use of cases and considerations for common Service Cloud Integrations. (Salesforce Documentation: Call Center Integration for Lightning Experience)
- Explain the considerations for data migration and data quality. (Salesforce Documentation: Best practices when you migrate data)
Service Console: 15%
- Given a scenario, identify the appropriate Service Console features to meet the business need. (Salesforce Documentation: Service Console Components)
- Explain how different Service Console features work together to deliver business value. (Salesforce Documentation: Service Cloud Agent Productivity)
- Given a set of business requirements, describe how a feature should be implemented. (Salesforce Documentation: Service Console Customization)
Exam Policies
There are some policies that every candidate is should follow. These terms and conditions give an insight into the candidate related to the cancellation, re-certification, and validity of the certificate. Also, these exam policies help candidates understand and gather all the necessary information about after the exam or before exam procedures. It is advised to check these policies once before completing the registration to avoid any kind of confusion in the future.
Exam Registration for Salesforce Service Cloud Consultant
For registration yourself for the examination, follow the steps mentioned below:
- Go to the Salesforce Service Cloud Consultant exam guide page.
- Scroll down to Schedule now, you will be directed to the Kryterion Global Testing Solution page who is the only official exam conducting partner of Salesforce.
- After that create a new registration and follow the prompt.
- Locate the exam you wish to schedule and expand the section to view the delivery options. Also, you can choose to register for the exam as onsite proctored or online proctored. Click the Register button for the delivery method you prefer.
- However, if you choose online proctored exams, review all system requirements in our help article: Online Proctoring – Completing Your Exam Remotely.
- However, if you selected the onsite proctored exam:
- Then select a testing center.
- Select the date and time you would like to take the exam; read the Reschedule and Cancellation Policy, select the acknowledgment checkbox.
- If you selected the online proctored exam:
- Then select the date and time you would like to take the exam; read the Reschedule and Cancellation Policy, select the acknowledgment checkbox.
- All online proctored exams are automatically adjusted to the time zone of the location you inputted
- Finally, make the payment and complete your registration.
Preparatory Guide for Salesforce Service Cloud Consultant
Preparing for your Salesforce Service Cloud Consultant Certification then you must have access to the right resources to pass the exam. Here is our Salesforce Certified Service Cloud Consultant Study Guide that will provide you expert guidance and assistance to ace the exam. Let’s begin our preparation:
Refer the Exam Guide
The first step is always to be aware of the Salesforce Service Cloud Consultant Exam Guide and course outline. For the exam, you should visit the Official Salesforce website to get the course outline and exam guide for the above examination. Also, objectives play an important role, so follow this step successfully. Below are the objectives of the Salesforce Service Cloud Consultant examination:
- Industry Knowledge: 10%
- Implementation Strategies: 15%
- Knowledge Management: 9%
- Interaction Channels: 10%
- Case Management: 15%
- Contact Center Analytics: 5%
- Integration and Data Management: 5%
- Service Console: 15%
Learning Resources
Trailhead Academy and Training
Trailhead training and study guide will not only help you in acing the examination but it will also help you to develop a clear and better understanding of the concept. With Salesforce Service Cloud Consultant Trailhead, you can review online Documentation, Tip Sheets, and User Guides, search for the topics listed in the Exam Outline section of this guide, and study the information related to those topics.
Salesforce Service Cloud Consultant Training is your key to successfully pass the exam. You can easily get on with training courses for the same. Salesforce offers the candidate with quite a few options to choose from. Also, you can purchase Salesforce Service Cloud Consultant updated exam questions by BizTech which is available on all leading online stores.
Reference Books
Books are the ultimate source of learning and preparation and there plenty of references available to help you prepare better together with these learning resources. Some of the suggested books which you can refer to are –
- Salesforce Service Cloud for Dummies by Jon Paz and Tj Kelley
Join the Community
It is essential to stay connected with people who have similar aims as you. This will not help you clarify your doubts but it will also help to gain additional knowledge related to the Salesforce Service Cloud Consultant. You should join some study groups where you can discuss the concepts with the people who have the same goal. This will lead the candidate throughout their preparation. You can also join the trailblazer community.
Practice Test
It is very important to get your hands on sample papers and practice tests. The Salesforce Service Cloud Consultant Practice Test is very beneficial in preparing for the exam. Solving them will not only make you familiar with the exam environment, and increase your confidence, but will also help you identify the areas where you lack in and need to pay special attention to. Start practicing now!
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