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 Team
Quick Observation
In Service Cloud practice Test Questions, it is mentioned Email- is a medium-high-cost interaction channel.
In the screenshot, it is Email is categorized as High-Cost Channel.
Could you please clarify whether “Email” is a medium or high-cost channel?
Thank you
Hi Jyothi, thanks for contacting us! Regarding the Email interaction channel, we can confirm that is it categorized as a high-cost channel.
To clarify the confusion, the explanation from the question is: Chat and Email are medium and high-cost interaction channels respectively. So the same sentence mentions Chat – which is a medium cost, and Email channel which is a high cost.
We will update this sentence to avoid further confusion.
Thank you Zrna for your response.
I cross-checked the question again and let me give you the exact question.-
Industry Knowledge Practice Exam /Question Number: 18 of 54
What are the valid considerations regarding the use cases and benefits of using an email interaction channel for support?
Correct answers :
A. Cases can be created from emails
B. Templates can be used for responses
D. Work can be scheduled
the explanation shows:
Email is a medium-high-cost interaction channel, as agents have to respond to each email individually…..and the screenshot shows that Email is a High-Cost channel.
Please clarify..
Thank you
Hi Jyothi, thanks for sharing the question. As it’s seen in a screenshot and as confirmed in the Study Guide and in the comment above, you can consider an Email interaction channel as a high-cost channel. We will update the explanation.
Hi FOF team! I’ve purchased this service cloud course! just wondering if it’s possible to have free dev Org for service cloud or can I just use my free dev Org (with only sales cloud) to study for this service cloud cert please? TIA
Hi Emma, thanks for purchasing our course. You will get access to Service Cloud with your developer edition out of the box, just make sure that you have Customize Application and Service Cloud User permissions. You can find all the instructions on how to set up Service Cloud here: https://help.salesforce.com/s/articleView?id=sf.console_lex_service_setup.htm&type=5
If you have any further questions, don’t hesitate to ask us! Good luck on your journey to becoming a Service Cloud consultant 🙂
thanks so much! I’ve also purchased the Experience cloud course, is it also out of the box as well please? TIA
Hi Emma, you are welcome! Regarding the Experience Cloud, you can also use it in your dev org. You can find all the instructions for setup here: https://help.salesforce.com/s/articleView?id=sf.networks_setup_maintain_communities.htm&type=5
thanks so much! also come to think of it, I am planning to purchase Marketing Cloud & Pardot courses as well. Wondering if I can also set up Marketing cloud in my dev org please? Thanks so much in advance.
Hi Emma, thanks for your interest. Unfortunately, Marketing Cloud and Pardot do not have free developer editions where users could practice. We can only recommend using Trailhead for learning about these topics. Also, we have the Marketing Cloud Email Specialist course available on our site, so if that is the direction that you would like to have in the future, you can use our course as well.
thanks so much Zrna! just added MKT course in my list!! thanks so much.
Also do you know if we have free dev org for CPQ as well? TIA
Hi Emma, that’s great news, congrats, and thanks for sharing! 🙂
Regarding CPQ, unfortunately, here on Focus on Force, we still don’t have that course, but we do hope to add it to our list soon.
Yes, you can practice CPQ in your dev org, but it is a separate package, so you will have to sign up for a new dev org that has a prebuilt CPQ package that expires in 90 days. After 90 days, you can just sign up for a new org.
Here are the links for setup:
https://trailhead.salesforce.com/promo/orgs/cpqtrails
https://trailhead.salesforce.com/content/learn/projects/extra-mile-salesforce-cpq-configuration/get-started-with-configuration-extra-mile
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!