Salesforce Certified Service Cloud Consultant Study Guide

Prerequisites

Certification Administrator

Study Resources

Key Areas

  • Milestones and Entitlements

  • Knowledge

  • Console

Exam Outline

The Salesforce 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 have demonstrated the application of each of the features/functions below.

Industry Knowledge: 10%

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 CTICommunities, 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, 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 (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%

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%

Exam Tips

3 months with no Service Cloud experience

1 month with minimal Service Cloud experience

2-3 weeks with more than a year of Service Cloud experience

Book your exam

Sleep well

Do not stress about passing it the first time

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