Introduction
The Salesforce Certified Service Cloud Consultant certification is designed for consultants who have experience implementing Salesforce Service Cloud solutions in a customer-facing role. This is a highly scenario-based certification exam. So hands-on experience in implementing Service Cloud will provide the edge in clearing this certification.
Ideal Candidate for this Certification
Customer-facing consultants who have experience in implementing Service Cloud solutions are the ideal candidates for this certification. As this certification will include a lot of scenario-based questions covering the service industry, so consultants with contact center industry experience will find the certification helpful for their domain. Any Salesforce admins who want to prove their advanced knowledge on the platform can also sit for this certification.
Exam guides
You can download the exam guide from here. It is always highly recommended to go through the exam guides number of times.
About the exam
- There will be a total of 60 multiple-choice/multiple-select questions and 5 non-scored questions. (These 5 non-scored questions will be randomly spread, so you will not know which ones are non-scored questions).
- Time: 105 minutes.
- Passing score: 67%
- Registration fee: USD 200, plus applicable taxes.
- Retake fee: USD 100, plus applicable taxes.
- Prerequisite: Salesforce Administrator credential. (Here is my post regarding guides and tips to clear Salesforce Administrator certification).
Topic Breakdown
Study Strategy
In order to clear this certification, you need to know both the technical details of the product as well as the domain knowledge, the business value it offers. As I mentioned earlier, having hands-on experience in the implementation service cloud, contact center from scratch will definitely give you that extra edge in this certification.
Service cloud deals with lots of add-ons for an extra cost. So it very much possible that you don’t have exposure to all of these add-ons like Live Agent, Macros etc. But with the help of Trailhead and dev org, you should be able to explore all of these add-ons and understand. This is very much required as you will definitely get questions during the exam.
Start with the Service Cloud Basics module from Trailhead, but I will highly recommend you to complete Service Cloud specialist superbadge. This will cover most of the sections from the certification.
Also completing the trail Prepare for Your Salesforce Service Cloud Consultant Credential will help you in your preparation.
Industry Knowledge – 10%
- Explain the factors that influence key contact center metrics, KPIs, and business challenges.
- Explain the uses 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 Strategy – 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 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 Field Service Lightning.
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 types, 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 (communities, mobile, phone, email, web, chat, SOS/video channel, 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, Communities, Live Agent, 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 in Salesforce.
- Explain the use cases, capabilities and limitations of Flow important to case management.
- 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.
Final Thoughts?
I normally book the exam even before I start my preparation. That gives me the target by which date I have to clear the certification. So I recommend you also book your exam in 2 months of time from now. And then plan your study. Keep the last 1 week for revision and doing some Quizlet. All the links are given below. I am sure with proper planning and dedicated time, you will be able to clear this certification.
