Note
Please be informed that Focus On Force has recently updated this Certification Course to reflect a more modern, stylish and accessible UI.
As you may have observed, we have cleaned up the Main Lesson Page to only show the Main Objectives, Mindmap (also available in Topic pages), and Feedback -- allowing you to have a more clutter-free workspace. We have created separate Topic Pages for each detailed objective which you can access at the left hand side of the page. Upon clicking, you will be presented with the Detailed Objectives under the Section that you have chosen. Additionally, we have put "Topic Progress" indicators which could guide you better on your progress.
For mobile users:
On the Main Course Page, you will see the Lesson Table wherein Percentages and Sections are listed. On the upper right hand side of the table, you will see options to "Expand All" and "Collapse All". If you click on "Expand All", it will give you the option to pick which objective you would like to access.
Resources
Industry Knowledge
- 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.
- 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.
- 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 Salesforce Field Service.
- Knowledge Check
Knowledge Management
- 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.
- Knowledge Check
Interaction Channels
- Describe the use cases and functionality for each interaction channel (Experience Cloud Sites, mobile, phone, email, web, chat, 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).
- EXTRA: Explain the Open CTI features, architecture, and implications.
- Knowledge Check
Case Management I
- 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, Experience Cloud Sites, Chat, and Knowledge.
- Given a set of KPIs, determine the appropriate case management solution.
- Knowledge Check
Case Management II
- Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
- PART 1: Explain the use cases, capabilities, and limitations of Service Cloud automation (Salesforce Flow, quick actions, macros, quick text).
- PART 2: Explain the use cases, capabilities, and limitations of Service Cloud automation (Salesforce Flow, quick actions, macros, quick text).
- Identify use cases and capabilities of Social Customer Service.
- Knowledge Check
Contact Center Analytics
- 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).
- Knowledge Check
Hi team, I passed my Service Cloud exam yesterday. I’m extremely grateful for the exam guideline, the way of covering the topics and specially the practice exams which were super useful. I used FoF for my Admin cert as well. My next one is App Builder and I already got your materials! Thank you so much!
Hello Gisell! We are very pleased to know that you passed the certification for Service Cloud. The Team is happy to know that the materials that we are keeping relevant and up-to-date were helpful to you and your preparation. Congratulations on a job well done!
Hi Team,
Elated to announce that I have passed Salesforce Service Cloud Consultant exam yesterday, this is my 3rd certificate, your guide was extremely helpful. I’m preparing for Field Service Lightning & CPQ Specialist certification next, hope you guys can add more certification guides to this platform.
Thanks!
Hello Sona! We are glad to hear that you are now a Salesforce Certified Service Cloud Consultant. We will continue to do what we do best — keeping the materials as relevant and up-to-date to be able to help more users like you. Congratulations and the whole FOF Team is proud of your achievement!
Hi Team of Focusonforce,
I passed the Service Cloud Consultant certification yesterday! The study guide and especially the practice exams were extremely beneficial.
After the admin and advanced admin it is the third certification I achieved with your resources – Thank you and keep up the good work!
Regards,
Fabian
Admin, Advance Admin and now Service Cloud — that’s awesome! Congratulations Fabian on your latest milestone. All of us here in FOF are proud of your accomplishments! Job well done!
I Passed Service Cloud today! Thanks for the great resources! That is Admin, Process Builder, and now Service Cloud and I have used your product to help me pass every single time. Great stuff appreciate the help!
Hi Nathan! We are glad to know that you have passed the Service Cloud Certification today. Congratulations on another milestone. It is our honor to be able to prepare you well for the exams you had. On to the next goals that you have set! We wish you all the best on your next ones. Job well done!
Hi ,
I passed Service Cloud Consultant Exam yesterday and the study guide, practice exams helped me a lot . Thank you for the support.
Regards
Pramode D
Hi Pramode! We are glad to know that you have passed the Service Cloud Certification. Congratulations on this milestone. It is our honor to be able to prepare you well for the exam you had. Great job! On to the next goals that you have set! We wish you all the best on your next certifications. Job well done!
Quick comment here, I believe it should now say “Digital Experiences” instead of “Communities” under Service Cloud Solution Design-“Given a scenario..:” on page 10 under Support Channels. I am not sure if Salesforce already changed the wording in the exams, but the official terminology is Digital Experiences and Experience Cloud instead of Community Cloud.
Best regards and looking forward to the exam
-Jason
Hi, Jason! Thanks for your feedback. As of now, the official exam outline still uses the old term which is why we haven’t updated the materials. Nonetheless, we will keep your comment on the record and discuss the matter with our team. In addition, we are anticipating possible Salesforce exam outline changes for this year – so these terminologies would get updated sooner than later. (Disclaimer: Info on Exam outline changes is not guaranteed as of yet.)