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 real value for money purchase. The questions are excellent as many similar ones came up in my exam. (i passed 1st time)
I found reading a section from your study guide then doing the related questions worked well to help me remember the content.
Michael, hello! We are very pleased to know that you passed the Salesforce Service Cloud certification. Thanks for sharing that to everyone. The Team is happy to know that the materials that we are keeping relevant and up-to-date were helpful to you and your preparation. Congratulations on a job well done!
Past the service cloud exam on my 2nd attempt.
The exam is tricky, as some of the questions were worded a bit strangely.
All exam topics are important to learn. I would recommend knowing Knowledge back to back, in addition to other areas which I’ve seen several questions on, such as entitlements.
Thanks FoF for another great course and for helping me achieve another cert!
Awesome news, Dori! Congratulations on clearing the exam and thanks for sharing your experience! We are all happy to know that we are able to help. Cheers!
Many thanks for the excellent materials – I passed Service Cloud Consultant today on 2nd attempt. Questions have very short scenario descriptions and need to be read very carefully. Good luck to everyone attempting !
We are happy for you, Trevor. Congratulations! Good thing that you didn’t let the first failure hinder you on reaching your goal. Your diligence and hardwork surely paid-off this time around. Cheers to your achievement!
I passed this yesterday! I’ve used FoF for three of my four certifications and passed all of them on my first try! Thank you for the help!
Christopher, hello! We are very pleased to know that FOF has been a part of your Salesforce journey. Three of four certifications in the first try, that’s an amazing feat! I’m sure you’re a huge inspiration to others. Congratulations on your many achievements! Cheers!
Is Case Management I link still working or it’s only on my side ?
Hello Ghislain! Thanks for reaching out. The Team checked on both Case Management I and Case Management II and they are both published, accessible and visible. We also tried using different browsers and they seem to work fine on both desktop and mobile devices.
May we suggest that you clear your cache, logout and re-try? Thank you and let us know if the issue persists afterwards.
Passed,,,, Thank you. Excellent resources
Sandy, we are glad to be part of your journey. Congratulations on passing the Service Cloud Certification! Great job!
I just passed my Service Cloud exam on Jun 27, 2021 on my first attempt! The FocusOnForce study guide was my main prep for the exam and it really helped me ALOT. The questions I got in the exam were quite similar to the practice exams so I had much more confidence going through all the questions. Thanks again team!
Awesome news, Timoti! Congratulations on clearing the exam, we are glad to know that we are able to help! Cheers!
Thanks a lot FOF! Passed Service Cloud Consultant exam on first attempt after preparing for 2 weeks!!
Congratulations, RD! We are glad to know that our materials helped! Cheers!
Just passed Service Cloud (June 6, 2021). Third attempt but really utilized all of the Lesson/Section test questions this time—very helpful in rounding out an understanding of formerly weak areas on previous attempts. Thanks so much FoF!
Awesome news, Benjamin! Congratulations on clearing the exam, we are glad to know that our materials helped, cheers!
Passed my Service Cloud exam on April 30, 2021, on the first attempt. Thanks for the helpful study guide and practice exams. Salesforce always gives you nuanced questions in their certification exams so make sure you know all the details. On the exams themselves, you will often get questions that look very much like the practice exam questions, but have a caveat in the question description that requires a different answer. Read the exam questions in detail (2-3 times), particularly when the question requires more than 1 correct answer.
Congratulations, Jeff! Thank you for sharing your experience with our Community! We are glad that our materials including the practice exams helped you! You are right, our questions were carefully curated by our team to help the users with the core concepts and have practice in taking the real certification exam! Again, Congratulations!