Study Guide

Service Cloud Study Guide

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10 Lessons

Service Cloud Consultant - Certification Goal


Please be informed that Focus On Force has recently updated this Certification Course to reflect a more modern, stylish and accessible UI.

As you may have observed, we have cleaned up the Main Lesson Page to only show the Main Objectives, Mindmap (also available in Topic pages), and Feedback -- allowing you to have a more clutter-free workspace. We have created separate Topic Pages for each detailed objective which you can access at the left hand side of the page. Upon clicking, you will be presented with the Detailed Objectives under the Section that you have chosen. Additionally, we have put "Topic Progress" indicators which could guide you better on your progress.

For mobile users:
On the Main Course Page, you will see the Lesson Table wherein Percentages and Sections are listed. On the upper right hand side of the table, you will see options to "Expand All" and "Collapse All". If you click on "Expand All", it will give you the option to pick which objective you would like to access.


Take this Course

Industry Knowledge

Implementation Strategies

Service Cloud Solution Design

Service Console

Knowledge Management

Interaction Channels

Case Management I

Case Management II

Contact Center Analytics

Integration and Data Management


  1. Michael Eaton

    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.

    1. Starkey Focus Team

      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!

  2. Dori Meron

    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!

    1. Rielle G. Focus Team

      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!

  3. Trevor Lobel

    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 !

    1. Starkey Focus Team

      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!

    1. Starkey Focus Team

      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!

    1. Starkey Focus Team

      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.

  4. Timoti

    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!

  5. Benjamin Wehling

    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!

  6. Jeff Sterner

    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.

    1. Rielle G. Focus Team

      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!