Note
Effective January 25, 2024. The official exam guide for the Service Cloud Consultant certification has been updated. From 9 Sections and 30 Objectives, Salesforce has updated it to 8 Sections and 20 Objectives.
We are pleased to inform you that our team has successfully implemented the necessary changes to ensure alignment with the new exam guide.
The new exam guide details can be accessed here.
Service Cloud Consultant - Certification Goal
Resources
Lessons
Industry Knowledge
- Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs).
- Determine the risks, benefits, and business challenges of meeting a client's desired outcome.
- Given a specific type of service organization, explain industry standards and general capabilities.
- Knowledge Check
Implementation Strategies
- Given a scenario, determine how to participate in a successful consulting engagement (plan, gather requirements, design, build, test, and document).
- Given a scenario, recommend appropriate deployment and training strategies.
- Explain the considerations and implications for data migration, data quality, data governance, and large data volumes.
- Knowledge Check
Service Cloud Solution Design
- Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the service agent experience.
- Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the customer experience, including interaction channels.
- Given a set of customer data security and compliance requirements, determine a successful design to secure the data.
- Knowledge Check
Knowledge Management
- Explain the Salesforce Knowledge article lifecycle, Knowledge-Centered Support (KCS), and best practices including creation, publication, consumption, feedback, and archival.
- Given a set of requirements, determine how to configure Knowledge to deliver service support and self-service processes.
- Knowledge Check
Intake and Interaction Channels
- Given business process requirements, recommend the appropriate approach to intake channels and their design.
- Given a set of business goals, discuss the use cases and functionality for proposed interaction channels.
- Assess the design considerations and best practices when configuring an interaction channel solution.
- Knowledge Check
Case Management I
- Given a set of requirements or KPIs, design a case management solution from creation to closure (assignment, escalation, resolution, and disposition).
- Given a set of requirements, explain how case deflection strategies are delivered in Experience Cloud sites, Einstein Chatbot, and Knowledge.
- Explain the capabilities, use cases, and how to configure service entitlements, milestones, assets, business hours, and service-level agreements (SLAs) in Service Cloud.
- Knowledge Check
Hi Team FoF, the course material and the practice tests helped me to clear this cert on the first attempt. Even though the course was recently updated by SF, the FoF material along with Trailhead was good enough to understand the core concepts and help prepare for this one. All the best to others attempting certs in the near future.
Hello Keith, Congratulations on passing the certification exam on your first attempt! 🎉 We’re thrilled to hear that our Study guides and practice exams, along with Trailhead, were instrumental in your success. Wishing you continued success in your future certification endeavors, and good luck to others preparing for exams!
Hi FOF Team,
When are you going to update Salesforce Service Cloud Consultant Study Guide and Exam with updated outline published by Salesforce effective from 25-Jan-2024?
I am still seeing the content aligned as per old outline.
Hi Kaushik, thank you for reaching out to us. We appreciate your patience and want to assure you that our team is actively working on the recent Service Cloud update. We are currently in the process of a thorough analysis, considering the complexity of this update. Implementation may take some time, and we kindly request your continued patience during this period.
Thanks for the fantastic resources. I re read the whole guide and this time passed my exam after initially failing it.
Thank you.
Awesome news, Jitka! Congratulations! We are glad to know that we are able to help, cheers!
Service Cloud Consultant Exam passed! Thanks FoF for all the great content and practice exam questions. I particularly liked the screenshots and reference links included with every answer, they were the guiding light for study for me. Definitely will be looking to kick off the next certification training round in the near future!
Dear Jonathan,
On behalf of the entire FoF Team, we extend our warmest congratulations on your outstanding achievement in passing the Service Cloud Consultant Exam! We’re thrilled to hear that our content and practice exam questions played a pivotal role in your success, and we appreciate your kind words about the screenshots and reference links that accompanied each answer. Your dedication is truly commendable, and we look forward to supporting you on your next certification journey. Best of luck, and here’s to your continued success!
Warm regards,
FoF Team
Hi FoF Team, One and done (again :)! This is my 7th SFDC certification with you and I wanted to share the great news with you. Thank you, and keep up the great work!
Hi Kadir, Congratulations on passing your 7th SFDC certification! We are so proud of your accomplishments. You are an inspiration to us all. Keep up the great work!
So, so grateful for this course and the practice exams! I passed my certification today! Course material snd practice exams were instrumental. So thankful for all the work you all do for us Salesforce Trailblazers and professionals!!
Hi Elias, congratulations on passing your Service Cloud certification! The whole FoF Team is thrilled to hear that the course and practice exams were instrumental in your success. We are so grateful for the opportunity to support Salesforce Trailblazers and professionals like you. Thank you for trusting us with your preparation, and we wish you continued success in your career.