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 passed my certification on my second try, whew! I was wondering how similiar the Sales Cloud Consultant materials are to Service Cloud? Would I benefit from prepping for that next while Service Cloud is still in my head?
Thanks, Rita
Hi Rita,
There are almost no overlaps for the coverage in both clouds except for some topics under Implementation Strategies and Integration & Data Management.
You may also compare the official exam outlines here:
Service Cloud
Sales Cloud
thanks to FOF this is my 4 certification on the first attend, let’s go to the 5th Community
Congratulations, Brahim! We are happy to know that we are able to help you with your Salesforce journey!
Thanks for the course, very structured Study guide and practise questions. I cleared my Service Cloud Exam
That’s awesome news, congrats!
Hi FoF team.
Passed my Service Cloud Consultant certification last week, first attempt. FoF study material and mock exams played a big part in this (as with my Admin and Platform Builder certs). I’ll be venturing out without FoF support for my next cert however as I’m doing the Non Profit Success Pack Consultants exam. Let’s see how I fare without the bonus of first class study materials that you provide and the mock exams to focus myself on areas I’m weaker in during the last days before an exam. I’ll be back soon enough for probably the Sales Cloud Consultant cert. Thanks for all the great knowledge you provide.
Great news, Phil! Congratulations on clearing the exam and thank you for sharing your experience. The whole team is happy to know that we are able to help, cheers!
Hello FOF,
I’ve passed my Service Cloud Consultant certification today and your study material helped me a lot.
Thanks a lot FOF team :)
Great news, Sonal! Congratulations! We are glad to know that our materials helped.
Today I passed my Service Cloud certification exam, a lot thanks to your materials (study guide + exam questions)! Thank you so much, definitely using your materials again to study for future exams :D
Awesome news, Emilia! Congratulations on clearing the exam, the whole team is happy to know that we are able to help! Cheers!
Hello Team, I am able to clear Service cloud certification, your materials did helped me a lot, thank you
Congratulations, Karthikeyan! We are happy to know that we are able to help.
Very pleased to share that i passed my service cloud certification this weekend. For anybody preparing for it, this is what helped me..
1. I went through FOF content by each section, completed the trailhead for each section and took the test for each section. Made note of key concepts..
2. Then repeated this for all sections.
3. Took the super badge in trailhead
4. Took the 3 practice test in last couple of days.
5. Revise the key concept notes.
On the exam, there were not many questions from the practice tests, but the FoF content, along with practice tests, the explanation for each question has helped a great deal.
Hi Archana, thanks for sharing how you prepared and congratulations on passing!
HI Archana. Congratulations on your certification. Thank you so much for sharing how you prepared. Would you also share how much time you spent and overall how long it took? With some of my time consuming personal commitments, am trying to work out some schedule that will help me prep for the certification. Any tips/guide would be highly appreciated
Hi FocusOnForce,
I succeeded on my Service Cloud certification last Friday with a nice score of 88%. A big thank you for your great study guide and the challenging practice exams, that were really aligned with the certification exam contents and complemented fully my experience and Trailhead training. It was really worth it! I continue now with developer and other certifications. Keep up your great work!
Hi FoF team,
I passed my Service Cloud certification on November 2nd, being my 3rd certification in 2 months time while having no prior Salesforce experience whatsoever.
At the end I have found a flow that works perfectly for me and allows me to pass a certification in approx 3 days (sharing for what it’s worth):
day 1 & 2: divide the topics over the 2 days and address them 1 by 1: read through the study guide & perform the topic exam right after (with checking the answers after each question and clicking through to the reference links)
day 3: scheduling the exam at the end of the day and prep it by doing the prep exams with checking of the questions at the end (and clicking though if needed)
Now that I’ve found this optimal way of working for myself, unfortunately my target was 3 certifications, so will lay low now for a while ;-)
Thanks again!
Peter