Salesforce Certified Service Cloud Consultant Exam Guide
About the Salesforce Certified Service Cloud Consultant Credential
Audience Description: Salesforce Certified Data Cloud Consultant
Salesforce Certified Service Cloud Consultant Overview
- Role: Designs and implements solutions to support business processes using Salesforce Service Cloud.
- Expertise: Specializes in customer support and has a background in implementing Salesforce solutions.
- Experience: Typically has 2 to 5 years of professional experience.
Knowledge Areas
- Customer Support Management: Processes and workflows for managing customer support.
- Business Unit Processes: Understanding of technical vs. customer support processes.
- Knowledge-Centered Service (KCS): Practices for sharing and maintaining organizational knowledge.
- Product Knowledge: Deep understanding of Salesforce Service Cloud features.
- Incident Management: Handling and resolving incidents effectively.
- Key Performance Indicators (KPIs): Understanding common metrics (e.g., average handling time, deflection).
- Industry Trends: Awareness of trends like artificial intelligence (AI) and Einstein.
- Intake Channels: Knowledge of various customer support channels.
- Automation: Best practices for automating service processes.
- Data Migration & Management: Expertise in migrating and managing data.
Skills
- Entitlements & SLAs: Apply entitlements, milestones, and service-level agreements (SLAs).
- Case Management: Build end-to-end case management processes.
- Agent Experience: Design user-friendly Service Console layouts, dynamic forms, and record pages.
- Contact Models/Channels: Recommend the best contact channels (Bots, Telephony, Messaging, Social Media, Slack).
- Web-to-Case: Utilize web-to-case and other support ticket systems, Experience Cloud, and self-service tools.
- Case Processing: Leverage tools for case routing, auto-response, and queues.
Abilities
- Requirements Gathering: Effectively gather and document business requirements.
- Solution Identification: Prioritize and select the appropriate solution for each situation.
- Solution Explanation: Communicate the benefits and limitations of standard vs. custom solutions.
- Stakeholder Management: Manage stakeholders throughout the project lifecycle.
- Implementation Scope: Oversee and manage the scope of implementation.
- Telephony/SMS/Service Cloud Voice: Integrate communication channels into Service Cloud.
- Declarative Solutions: Recognize when declarative (point-and-click) solutions are sufficient.
Candidate Assistance Areas
- Automation Enhancements: Build automation that enhances core Service Cloud capabilities.
- Apex & Lightning Web Components (LWC): Identify use cases for custom development with Apex and LWC.
- Salesforce Cloud Offerings: Understand cross-cloud use cases.
- Data Migration: Assist with data migration strategies.
Knowledge Not Required
A candidate for this exam is not expected to know how to:
- Use Amazon Web Services (AWS).
- Implement Lightning Web Runtime (LWR) Experience Cloud templates using LWC.
- Develop code in Apex or LWC.
- Build complex integrations.
Typical Job Roles
Candidates for the Salesforce Certified Service Cloud Consultant role may include:
- Business Analyst
- Consultant
- Program/Project/Engagement Manager
- Application/Solution/Technical Architect
- Contact Center Manager
- Administrator
- System Analyst
- Product Owner
- Industry Subject Matter Expert
Purpose of This Exam Guide
About the Exam
Exam Content:
- 60 multiple-choice questions
- Up to five non-scored questions*
Exam Duration:
- 105 minutes (includes time for unscored questions)
Passing Score:
- 67%
Fees:
- Registration: USD $200, plus applicable taxes
- Retake: USD $100, plus applicable taxes
Delivery Options:
- Proctored exam available at a testing center or in an online environment
- Click here for exam scheduling information
References:
- No hard-copy or online materials allowed during the exam
Prerequisite:
- Salesforce Administrator credential required
Important Note:
- When answering questions, consider all currently available features in both Lightning Experience and Salesforce Classic.
Additional Notes
- As of November 16, 2017, some Salesforce Certification exams include up to five randomly placed, unscored questions to gather data on question performance.
- The inclusion of unscored questions does not affect your score.
- The exam duration has been adjusted to account for these unscored questions.
Recommended Training and References
To prepare for this exam, we suggest a combination of hands-on experience, completing relevant training courses, exploring Trailhead trails, and self-study focused on the topics listed in the Exam Outline section of this guide.
Recommended self-study materials for this exam include:
Exam Outline
The Salesforce Certified Service Cloud Consultant Exam measures a candidate’s knowledge and skills related to the following objectives. A candidate should have hands-on experience implementing Service Cloud solutions and can demonstrate the application of each of the features/functions below.
Industry Knowledge: 12%
- 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.
Implementation Strategies: 14%
- 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.
Service Cloud Solution Design: 20%
- 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 Management: 8%
- Explain the Salesforce Knowledge article lifecycle, Knowledge-Centered Service (KCS), and best practices including creation, publication, consumption, feedback, revision, and archival.
- Given a set of requirements, determine how to configure Knowledge to deliver service support and self-service processes.
Intake and Interaction Channels: 15%
- 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.
Case Management: 18%
- 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.
- Differentiate the use cases and capabilities of Service Cloud automation.
Contact Center Analytics: 8%
- Given a scenario, develop reports and dashboards in Salesforce to provide relevant information to different stakeholders (agents, managers, executives).
Integrations: 5%
- Explain the use cases and considerations for core Service Cloud integrations, including third-party solutions and connections to external sources of data.
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