Salesforce Service Cloud Consultant Study Guide

Comments

1. 

   Damian Zhang

   Hi FOF,

   It would be nice to have the weighing percentage for each topic. Just as you did with the sales cloud study guide / practice exams. Very helpful to know on which sections to put the focus on.

   Many thanks!
   Damian

   1. 

      jaymalik

      We do have the weight percentages when you go inside the topic. It’s right beside the title for that particular topic. We just decided not to have them in the overview page for the study guide.

      1. 

         Ed S

         I agree with Damian Zhang. I don’t think he was questioning whether or not you decided to not include the weighting percentages for each topic on the overview. Rather, the question is *why* that would be the decision when the other study guides include the weighting in the overview, which allows for a more focused approach to studying specific sections. I would think you’d be concerned with keeping your style and formatting consistent across the different guides. Thanks.

         1. 

            jaymalik

            We did have it before but there was an instance where it was constantly being changed. Some certifications were more prone to it than others so we removed them for those certifications since we didn’t want to keep on changing them and add to the confusion for the users. We agree about keeping the formatting as consistent as possible so we will add it again.

            1. 

               Boris Tsibelman

               Thank you

2. 

   Lydia Sharpin OAM

   I passed my Service Cloud exam today (first attempt too!)! Thank you for your wonderfully thorough materials. If I could add, no questions about Classic (thankfully) and no questions about which community templates to use so feel free to remove those from your practice exams – they really belong in the Communities course anyway. Off to do your Advanced Admin course now as I have an exam already booked!

   1. 

      Zrna Anicic Focus Team

      Hi Lydia, congrats on passing and thanks for sharing your experience, it’s great to hear the feedback. We will take your comment into consideration with our next update.

3. 

   Phantom

   Hi Martin,

   Quick Question – Which routing model in omni channel ensures that requests are served in the same order they are received? Is it lease active or most available. Please let me know.

   1. 

      jaymalik

      This is done via routing priority, not by routing model. The routing model determines which agents get the work item first. https://help.salesforce.com/articleView?id=service_presence_routing_options.htm&type=5

      1. 

         Phantom

         I’m not sure I understand. So, what should I set the routing priority value to be so that so that the requests are served in the same order that they are received. Does it have any implication with the routing model. Pl let me know.

         1. 

            jaymalik

            Work items would be handled in the order that they come in. You can create different routing configurations if you intend to prioritize certain work items above others. For example, you can have a routing configuration for “Platinum” customers. You can set their routing priority as 1 so that they can get served first before other work items even if another work item came in earlier. The routing priority determines which work item gets served first, the routing model determines who gets to work on the incoming work item – the ‘Least Active’ or the ‘Most Available’ agent. You can try working on this Trailhead topic with an exercise on how to set it up. https://trailhead.salesforce.com/en/content/learn/modules/omni-channel-lex/understand-qbr

4. 

   Samina Hamid

   Hi Focus on Force Team. A big thanks to the team for the amazing content.I cleared my Service Cloud Consultant exam last week. I referred to the study content and the questions as well. They content is very well constructed and match the exam guide. The questions help you prepare better for the real exam by helping you with the percentage marks displayed after each exam. Highly recommend this course. Wish I could have FSL too from here which is my next target. I wish the team good luck and appreciate your hard work to design this content.

   1. 

      jaymalik

      Congratulations on getting certified! We’re delighted that you found our materials helpful. We appreciate your feedback and wish you well in getting your next certification.

5. 

   Justin M

   Took your practice exams several times, all three Service Cloud Exams 1, 2, and 3 and was getting 88% up to 100% multiple times on the, I studied the material and did the Trailheads, but I just failed the exam. The questions on the actual test seemed quite different then what was on these practice exams.

   Are the questions updated frequently to reflect the actual test?

   1. 

      jaymalik

      Sorry that you didn’t get your certification yet. We do update our questions often, based on feedback and after every Salesforce release.

      1. 

         AsUgo

         Hello,

         Btw do you know when is the next Salesforce release for this exam ?

         Thanks !

         1. 

            jaymalik

            The exams were recently updated to the Spring ’20 release. The Summer ’20 release is scheduled for August 2020. https://trailhead.salesforce.com/help?article=Certification-Release-Maintenance-Schedule

6. 

   Shashank Sharma

   Hi,
   Earlier I was able to see weightage of each module per certification. But now I am not, could you please let me know where can I see them.

   Regards
   SS

   1. 

      jaymalik

      If you click on a particular topic in the Service Cloud study guide, it should show the percentage of that topic.

7. 

   Karla Coop

   Thanks again for the great study guides. I wasn’t sure if I would make it on the first pass. However, I just kept “Testing” myself and reviewed not only her but on Trailhead what I did not know and I passed first shot at it.

   1. 

      Rielle G.

      Great news, Karla! Congratulations! We are happy to know that our materials helped.

8. 

   Keyrollen

   Passed Service Cloud 2day using only FoF again !!! The Study Guide and Practice Exam pair is an indispensable tool for the training & preparation required to become certified. All of the exam topics were covered in great detail and the actual practice exams mimic that of the real 1. I invested more time in studying these materials than previously and I was glad I chose these tools, because it paid off. I was so grateful to see the mythical “Pass” displayed on the last screen of my exam 2day, and I will continue to use these materials for my future Salesforce Education.

   1. 

      Rielle G.

      Amazing news, Keyrollen! The whole FoF team is happy to know that our materials helped you in clearing the exam. Congratulations!

9. 

   caseyrobinson

   Are the Winter ’20 updates completed?

   1. 

      jaymalik

      We have updated the study guide and exams based on the Winter ’20 release. Let us know if you see anything that you think we might have missed.

10. 

    Asif Sayyed

    Hi Martin, Quick question I hope this guide is updated as per Salesforce Certified Service Cloud Consultant (WI20) exam i.e. as per the winter 2020 release?

    1. 

       jaymalik

       We have started to update the sections of the study guide where there have been changes in the Winter ’20 release. We envision to have this completed before the year ends.