Salesforce Service Cloud Consultant 

About 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 Prerequisites

As a Salesforce Certified Consultant, you should have 2 to 5 years of experience as a senior business analyst with skills including -

• Ability to manage implementation projects
• Should have strong analytical and problem-solving skills
• Good understanding of Salesforce product lines
• Understanding of internet technologies and cloud computing
• Knowledge of data management and database concepts
• Understanding of the software development lifecycle

Exam Details 

• Total Questions: 60 multiple-choice/multiple-select questions and 5 non-scored questions
• Exam Duration: 105 minutes
• Passing score: 67%
• Registration fee: USD 200, plus applicable taxes as required per local law
• Retake fee: USD 100, plus applicable taxes as required per local law
• Delivery options: Proctored exam delivered onsite at a testing center or in an online proctored environment. Click here for information on scheduling an exam.
• References: No hard-copy or online materials may be referenced during the exam.
• Prerequisite: Salesforce Administrator credential

Exam Outline

The Salesforce Service Cloud Consultant exam covers the following topics - 

Industry Knowledge: 10%

• Explain the factors that influence key contact center metrics, KPIs, and business challenges.
• Explain the use cases and benefits for different interaction 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.).
• Identify the benefits of a knowledge base.

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.
• 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.
• Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning.

Knowledge Management: 9%

• Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.
• Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance.
• Given a set of requirements, determine how to configure data categories, article record types, articles, and publishing workflow.
• Understand the key factors to consider when implementing a Knowledge data migration strategy.
• Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge.

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.)
• Given business process requirements, determine the appropriate approach to case submission.
• 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).

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.
• Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
• Given a set of KPIs, determine the appropriate case management solution.
• Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
• Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
• Identify use cases and capabilities of 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.).  
• Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).

Integration and Data Management: 5%

• Explain the use cases and considerations for common Service Cloud Integrations.
• Explain the considerations for data migration and data quality.

Service Console: 15%

• Given a scenario, identify the appropriate Service Console features to meet the business need.
• Explain how different Service Console features work together to deliver business value.
• Given a set of business requirements, describe how a feature should be implemented.
• Maintaining Your Salesforce Certification

What do we offer?

• Full-Length Mock Test with unique questions in each test set
• Practice objective questions with section-wise scores
• In-depth and exhaustive explanation for every question
• Reliable exam reports to evaluate strengths and weaknesses
• Latest Questions with an updated version
• Tips & Tricks to crack the test
• Unlimited access

What are our Practice Exams?

• Practice exams have been designed by professionals and domain experts that simulate real-time exam scenario.
• Practice exam questions have been created on the basis of content outlined in the official documentation.
• Each set in the practice exam contains unique questions built with the intent to provide real-time experience to the candidates as well as gain more confidence during exam preparation.
• Practice exams help to self-evaluate against the exam content and work towards building strength to clear the exam.
• You can also create your own practice exam based on your choice and preference 

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