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
I purchased the service cloud study guide. How do I get access to the practice exams for service cloud?
Hi Thaddeus, the study guide and practice exams are separate.
The practice exams are available here:
https://focusonforce.com/salesforce-service-cloud-certification-practice-exams/
Thanks Martin, wrote and passed my Service Cloud this morning. Keep up the good work!
Used the Service Consultant Study course and practice exams and passed my certification today. I have been successful with every certification I have used FocusOnForce to study for. Such a great resource! Thank you! Diana
Hi Martin. I think what the previous poster was referring to is the fact that the sections in the study guide don’t line up with the study guide anymore. You mention that “service console” is part of “solutions design” which is worth 19% here, but in the study guide those are two separate sections worth about 30% combined. There are discrepancies with some of the other percentages too.
Hi Pierre, we checked the Summer 18 official study guide after it was released and updated accordingly. I have checked again today, and it seems that the Summer 18 official study guide has been updated again, which is unusual. We will adjust our materials accordingly over the next few weeks as there are a number of changes around the edges, although the core is the same.
It’s a great study guide. But one question, where can I Service Console part? Looks like it’s in Service Cloud Exam guide.
Service Console is in the Solution Design topic: Describe the user experience requirements that can be solved by the Salesforce Console for Service.
Thanks again Martin, passed my exam this weekend. On to community next.
@yoeman1983 and any others interested on Field Service Lightning:
This Trailmix was used for internal training within Salesforce:
https://trailhead.salesforce.com/users/00550000006GZXcAAO/trailmixes/field-service-lightning-certification-fast-path
Best material out there.
Well, I can attest that this guide is sufficient to go from being an experienced admin with limited “classic service cloud” experience to passing the exam. My real life experience is SFDC platform, Lightning experience console, Lightning knowledge, no CTI/entitlements/milestones/service contracts/omni-channel/live agent/web-to-case/community, but read through this guide, did one practice test and passed the exam al in one day :) Well worth the $38.
Yoeman1983:
That guide just shows you the high-level picture of the exam content. There are 2 Trailhead badges that give you an idea about the product, but unfortunately, there is not a good compilation out there.
I am creating an FSL Trailmix and should post once is ready.
Carlos, great progress on both Service Cloud and Field Service Lightning (FSL) . Aside from the FSL guide http://certification.salesforce.com/fieldservicelightningconsultant, did you use Trailhead and other resources?