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
Yes, got my certification a couple of weeks ago! Thanks for the helpful study material!
Hello Seth! We are glad to hear that you are now certified for Service Cloud. Your preparation and diligence surely paid off. Congratulations and the whole FOF Team is happy for your new milestone!
Dear FocusOnForce Team,
I passed the Service Cloud Consultant certification yesterday evening!
Both your study guide and practice exams were a solid base to get me through the process
Hello Rob. It’s an honor for us to know that we have helped in preparing you well for your official certification. Congratulations for passing Service Cloud. This calls for a celebration! Cheers!
Hello FOF Team,
I passed the Service Cloud Consultant Certificate today. I have used FOF study guide and practice exams to prepare for all three cert exams taken so far. I’m so glad I found this website. The study materials not only help me prepare for the exam but also help me apply the materials I learned at my work. The support team is super responsive and the materials are up-to-date. Thanks again for the study guide and practice exams to prepare for the exam. On to the next one…
Hi Edgar! We are glad to know that you have passed the certification for Service Cloud. 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!
Hello FOCUSONFORCE team!
I passed my cert today and huge thanks to your study material and practice exams.
Regards,
Shikha
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.)