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).
- 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, I just passed the Salesforce Service Cloud Consultant certification and I would like to thank the Focus on Force Teams for the great content (Study Guide as well as Practice Exams), they were a big help !
Hi Lucas, Congratulations on passing the Salesforce Service Cloud Consultant certification! We’re thrilled to hear that our study guide and practice exams were a big help in your success. Well done, and keep up the great work!
I just passed my Service Cloud Consultant exam and I must say that it was really FOF played a very big part .
Amazing news, Adewunmi! Congratulations on clearing the exam! We are glad to know that we are able to help, cheers!
Hi,
Apex managed sharing is maintained across record owner changes.
But in below link, It is mentioned that Apex managed sharing will alos be removed. Is that correct?
Integration and Data Management -> Explain the considerations for data migration and data quality -> Page 25 of 56
Hi Suresh,
Indeed, Apex managed sharing gets removed after mass transferring the records.
Reference link: https://help.salesforce.com/s/articleView?id=sf.admin_transfer.htm&type=5
It makes sense since the change in ownership can cause the previous Apex managed sharing reason to be irrelevant.
I Just Passed the exam and I want to thank you for the best study material without it I don’t think I’d passed it. I’ll definitely use it for future certification. and I hope you will have a marketing cloud material as well
Hi Hind, Congratulations on passing the Service Cloud exam! we are glad to hear that our study material was helpful to you. I’m happy to inform you that we will be launching the “Marketing Cloud Email Specialist” course soon. Keep an eye out for updates and feel free to let us know if you have any specific requests or areas of focus that you would like us to cover in the course.
Good luck in your future endeavors!
Hi guys,
I passed my exam just few minutes ago!
thanks for help and for my new Christmas gift!
Congratulations!! and thank you so much for the kind words. The whole FoF team is happy that you passed the Service Cloud exam. We would also like to thank you for being with us on this journey.
Merry Christmas, and congratulations again!
Hi guys,
I passed the exam.
The study guide is very well explained and helps to understand how to relate business concepts with the technical topics.
Thanks
Congratulations Heriberito!! on passing Salesforce Service Cloud Certifications, the whole FoF team is happy for you. Thank you for the compliment and kind words, comments like yours make our day and encourage us to keep producing the best-in-class Salesforce study material and Practice Exams.
Again congratulations. More success, and power to you!
Thank you FoF for this course bundle, I passed my Service Cloud exam 2 days back. The practice exam not only helps for exam prep but the explanation given to answers also helps to recollect the core concepts. Please accept my sincere gratitude.
Hi Dharmesh, hope you are doing well, thank you for sharing the news with us. We are equally delighted and excited for you. More success to you, All the best!
Thank you this course. Have passed my certification exam today. Course material was very helpful in the preparation. Looking forward for other course material.
Hi Anand, hope you are doing well, thank you for sharing the news with us. We are equally delighted and excited for you. More success to you, All the best!