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
Thanks a lot Focus on Force team! I passed my Service Cloud Exam today with your study material and practice tests.
Great news, Madhuri! Congratulations on clearing the exam, we are happy to know that we are able to help. Cheers!
Hi FoF Team, I need to give you a shout out here; I already have on LinkedIn. I have amassed 5 certifications in Salesforce this last year (lockdown has been productive!) and YOU ARE IN NO SMALL PART THE REASON. THANK YOU. Between Trailhead Modules & Focus on Force Practice Exams, I have passed first time four times. I added your Study Materials for Service Cloud, and it pushed me over the 5th Certification.
I have planned, designed, authored, and delivered training materials for CRM before, so I speak with this background. What I really appreciate about your materials are their visual nature; their approach to place content in the broad, big picture, the context and concepts. Then only you go through the specifics of Salesforce. Spot on, guys, spot on! Your study guide is very visual, another bonus! I especially appreciate the graphics and diagrams to relay concepts, sequences, and distinctions. Well done! I am a visual learner, and these came to mind during my exam. Finally, and this I can’t emphasise enough, your practice exams truly mirror the content and the way the real exam questions are. But in your practice, the feedback/ explanations are without parallel. You include diagrams, screenshots, and links to Salesforce Help to validate explanations with the latest and greatest news from Salesforce directly. Kudos!
Truly, I’m impressed guys. Well done! And if y’all are looking either for a testimonial OR a new team member, please look me up!
Thanks, again!
Tiffany
Hi Tiffany, thanks so much for your feedback, we appreciate it! Glad that to know that our materials have helped you.
Just passed the Service Cloud Consultant exam. Thank you FOF for great training content.
Congratulations on clearing the exam, Greg! Cheers!
Hello FoF Team,
Ooops I did it Again 🙂 – Salesforce Service Cloud Certification ==> Hoome Ruun !
A big thank you guys for the well put material.
Reading through other comments about SF Certification Credentials – Yes the exams are a bit more difficult than FOF Questions & this proves the value of both. SF Exams require study and learning & FOF Materials are tactical to our success – they gave me an easy to follow process that will put anyone on track for getting certified – any candidate has to be willing to spend the time & energy to achieve credentials.
Thanks again team for the high quality material – a must for anyone willing to get into SF Tech …
All the Best
Sebastien
Hi Sebastien, congrats on passing the exam. We’re happy to hear that your materials helped!
Hi Martin Gessner, Could you please let me know if the cert questions will able be based on classic version too? Thanks !
Hello Arumita, the focus now of our practice exams and questions is Lightning Experience as this is the feedback that we are getting from our users.
Yesterday, I passed the Service Cloud Consultant exam.
The consultant exams are very deep. However, FoF course helped me a lot to cover most of the exam subjects, and I recommend them clearly to face the exam. This is my 4th certification passed with your help (I have 7 currently), and surely I will use more of your courses to prepare other certifications in the future.
Thanks!
Awesome news, Javier! Congratulations on clearing the exam, the whole FOF team is happy to know that our materials helped!
Passed the admin exam yesterday . Thanks FOF for the detailed guide and exams !!
Hi Swapna, that’s great news, congrats on passing the exam! We’re happy to hear that our materials helped!
I am honored that I just passed my Service Cloud Consultant certification. Thank you Focus on Force for helping me pass my last 4 certifications. Your questions and subjects are spot on. Look forward to using you in the future as I look to Developer and Architect certifications.
Thanks!
Congratulations David, glad we could help!
Hello,
I just passed the Service Cloud certification successfully!
Thanks to FoF for the material and training.
Julien
Awesome news, Julien! Congratulations on clearing the exam, we are happy to know that our materials helped!
Hi FoF Team,
Just wanted to thank you for the top-notch content and practice tests, I passed Sales Cloud a month ago and just completed Service Cloud today with an 88%. Thanks again for all the great material!
Sean
Hi Sean! Congratulations on passing both exams in such a small window. Very impressive! I just signed up for Service Cloud Consultant in October, hoping to give myself plenty of time to master the material. would you say that taking this course in addition to working/testing in a sandbox in tandem, is sufficient to pass? Any tips you could provide that helped you succeed with this one?
Thanks!
Tim