Salesforce Certified Service Cloud Consultant Exam Guide.

Salesforce Certified Service Cloud Consultant program is designed for consultants who have experience implementing Salesforce Service Cloud solutions in a customer-facing role.

1. About the Salesforce Service Cloud Consultant Certification Exam

  • Content: 60 scored, multiple-choice/multiple-select questions and up to 5 non-scored questions
  • Time allotted to complete the exam: 105 minutes
  • Passing score: 67% (41 out of 60 Questions)
  • Registration fee: USD 200, plus applicable taxes as required per local law
  • Retake fee: USD 100, plus applicable taxes as required per local law
  • Prerequisite: Salesforce Administrator credential

2. Exam Outline

Industry Knowledge: 10%

  • Explain the factors that influence key contact center metrics, KPIs, and business challenges.
  • Explain the use cases and benefits for different interaction channels.
  • Compare and contrast the different types of contact centers and their business drivers (help desk, product support, telesales, service, field service/depot repair, B2C, B2B, etc.).
  • Identify the benefits of a knowledge base.

Implementation Strategies: 15%

  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document).
  • Given a scenario, determine appropriate contact center licensing and deployment strategies.

Service Cloud Solution Design: 16%

  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs.
  • Distinguish the key components that contribute to performance optimization within a design.
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Salesforce Field Service.

Knowledge Management: 9%

  • Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.
  • Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance.
  • Given a set of requirements, determine how to configure data categories, article record types, articles, and publishing workflow.
  • Understand the key factors to consider when implementing a Knowledge data migration strategy.
  • Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge.

Interaction Channels: 10%

  • Describe the use cases and functionality for each interaction channel (Experience Cloud Sites, mobile, phone, email, web, chat, and social media.)
  • Given business process requirements, determine the appropriate approach to case submission.
  • Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).

Case Management: 15%

  • Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Experience Cloud Sites, Chat, and Knowledge.
  • Given a set of KPIs, determine the appropriate case management solution.
  • Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
  • Identify use cases and capabilities of Social Customer Service.

Contact Center Analytics: 5%

  • Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).  
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).

Integration and Data Management: 5%

  • Explain the use cases and considerations for common Service Cloud Integrations.
  • Explain the considerations for data migration and data quality.

Service Console: 15%

  • Given a scenario, identify the appropriate Service Console features to meet the business need.
  • Explain how different Service Console features work together to deliver business value.
  • Given a set of business requirements, describe how a feature should be implemented.

3. Salesforce Service Cloud Consultant Certification Exam Guide

4. Salesforce Service Cloud Consultant Certification Exam Trailmix

5. Important Topics for Salesforce Service Cloud Consultant Certification Exam

5.1 Industry Knowledge: 10% (6 Questions)

  • Explain the factors that influence key contact center metrics, KPIs, and business challenges.
  • Explain the use cases and benefits for different interaction channels.
  • Digital Engagement
  • Compare and contrast the different types of contact centers and their business drivers (help desk, product support, telesales, service, field service/depot repair, B2C, B2B, etc.).
  • Identify the benefits of a knowledge base.

5.2 Implementation Strategies: 15% (9 Questions)

  • Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document).
  • Service Cloud Rollout Strategy
  • Given a scenario, determine appropriate contact center licensing and deployment strategies.

5.3 Service Cloud Solution Design: 16% (9 Questions)

  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs.
  • Salesforce Flow for Service
  • Distinguish the key components that contribute to performance optimization within a design.
  • Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Salesforce Field Service.

5.4 Knowledge Management: 9% (6 Questions)

  • Lightning Knowledge
  • Knowledge Article Data categories, article record types, articles, and publishing workflow
  • Knowledge data migration strategy
  • Knowledge to Lightning Knowledge migration

5.5 Interaction Channels: 10% (6 Questions)

  • Describe the use cases and functionality for each interaction channel (Experience Cloud Sites, mobile, phone, email, web, chat, and social media.)
  • Given business process requirements, determine the appropriate approach to case submission.
  • Email to Case
  • Omni-Channel for Lightning Experience
  • Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).
  • Salesforce Mobile App Rollout

5.6 Case Management: 15% (9 Questions)

  • Case assignment
  • Case escalation
  • Case resolution
  • Case disposition.
  • Describe the relationships between cases and other areas such as assets, entitlements, work orders, Experience Cloud Sites, Chat, and Knowledge.
  • Entitlement Management
  • Given a set of KPIs, determine the appropriate case management solution.
  • Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
  • Identify use cases and capabilities of Social Customer Service.

5.7 Contact Center Analytics: 5% (3 Questions)

  • Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).  
  • Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
  • Service Metrics

5.8 Integration and Data Management: 5% (3 Questions)

  • Explain the use cases and considerations for common Service Cloud Integrations.
  • Explain the considerations for data migration and data quality.
  • Large Data Volumes

5.9 Service Console: 15% (9 Questions)

  • Explain how different Service Console features work together to deliver business value.
  • Given a set of business requirements, describe how a feature should be implemented.
  • Service Console Customization
  • Embedded Chat in Lightning Experience

6. Superbadge

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