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’m having a hard time deciding when you use an email template and when you use Quick Text. In the study guide it says that “messages can be assigned to the Email channel so that they are available in the Email action.” Can you please elaborate?
Hi Allison,
An email template is only used in emails. You could select a letterhead, add images, insert merge fields, use HTML code, and include attachments.
On the other hand, quick text can be inserted into emails, chats, tasks, events, etc. You can include merge fields, line breaks, lists, and special characters; there is no formatting involved aside from that. Think of it as a text snippet you can easily insert instead of typing everything manually each time. There is a limit of 4000 characters as of date.
Here are a couple of pages you might find useful:
https://help.salesforce.com/articleView?id=email_create_a_template.htm&type=5
https://help.salesforce.com/articleView?id=quick_text_create.htm&type=5
Thank You Martin and FoF team, I have passed service cloud consultant certification. Study guide and mock exams are really helpful
Hi Ashish, congrats on passing the exam, we’re glad to hear that our materials helped!
I passed my Salesforce Service cloud exam 30th Nov 2019 using focus on force study guide,practice tests and Trailhead.thank you guys
Hi Esther, congrats on passing the exam. We’re happy to hear that our materials helped!
Passed my Service Cloud last night first try thanks to FOF! Thanks for all the hard work you guys!
Hi Edward, congrats on passing the exam, it’s great to hear that our courses helped.
Passed the exam today, first try. Very helpful material and questions, i used that and the Salesforce Trailhead trailmix to practice, and the exam seemed easy. Thank you!
We’re happy that you found our materials helpful. Congratulations on the new certification!
Congrats Lavinia!!. I hope to pass the exam in two week. Any recommendations?
Hi Martin:
Would it be possible to include the percentage of the exam categories next to each lesson title? I prefer to concentrate the ones that have the most weight in the live exam. Thanks.
Thank you for your feedback. We will update the page to include each section’s percentage weight in the exam.
Will this happen soon? Would be much appreciated. I’m looking at Service Cloud study guide and don’t see it there yet.
I’m waiting to see this as well. 3 months and no update…??
We had previously included the weight percentages for a brief time but they were being changed quite often especially for Service Cloud so we had removed them in the meantime to avoid confusion.
Hello Martin & Sara, Is there any plan to include “Field Service Lightning” Certification to be included in FocusOnForce? If yes, when can we expect ? Looking forward to it as my next Certification
Hi Tarun, we’re currently working on completing Data Architecture Study Guide, and after that, we will see about the next course. We will take Field Service Lightning into consideration, but no specific plans yet.
I passed the Service Cloud exam this week. This was my 5th certification. Thanks again Martin and Sara. The best part of this time was that the statements were for the most part short. For the first time in my certification exams, there was plenty of time left to review all the answers. But, it’s not an easy certification. You need to study hard and FocusonForce is a great source of reference along with Trailhead. What I like the most about FocusonForce are the links justifying the answers in the exams. Now, let’s go to the next and counto with help from FocusonForce one more time.
Congratulations on passing the exam, and thanks for the nice words. It’s always great to hear that Focus on Force materials helped!
Can you tell me more about your service exam? Did it compare closely to the practice exams? Anything blindside you I should be aware of?
Dear Thomas, sorry for delay in answer you question. Actually, I don’t have much more information to add. Regarding FocusonForce’s practise exams, it’s few times closer to certification ones, but, in my opinion, the most important thing is the style of questions that are very similar. Also, I agree with people that practise helps a lot. If you don’t have project opportunity to apply knowledge, try to create a particular free dev org and build as many as possible scenarios covering full content. There are several questions exploring details. Trailhead is another very good source to be explored. Good luck.
Passed my Service Consultant exam today. Thanks to the Focus on Force tests and study guide!
Passed the Service Cloud certification exam on the first attempt. I like your materials very much.