Salesforce Certified Service Cloud Consultant Certificate
Content: 60 multiple-choice questions and up to five non-scored questions
Time allotted to complete the exam: 105 minutes (time allows for unscored questions)
Passing score: 67%
Delivery options: Proctored exam delivered onsite at a testing center or in an online proctored environment
References: No hard-copy or online materials may be referenced during the exam.
Prerequisite: Salesforce Administrator credential
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Salesforce Certified Service Cloud Consultant Certificate details
About the Salesforce Certified Service Cloud Consultant Credential
The Salesforce Certified Service Cloud Consultant program is designed for professionals who have experience implementing Salesforce Service Cloud solutions. The Salesforce Certified Service Cloud Consultant is able to gather business requirements that meet customer objectives. They are able to translate the requirements to design, implement, and support maintainable and scalable solutions.
Audience Description: Salesforce Certified Service Cloud Consultant
A Salesforce Certified Service Cloud Consultant designs and implements solutions that support business processes and requirements using Service Cloud. This professional has customer support knowledge and expertise implementing Salesforce.
Salesforce Certified Service Cloud Consultants are interested in demonstrating their expertise as cloud computing implementation consultants with a specialty in the Customer Support domain. The Salesforce Certified Service Cloud Consultant typically has 2 to 5 years of professional experience and has developed the knowledge, skills, and abilities outlined below.
Knowledge
- Customer support management processes, workflows
- Organization business unit processes (tech vs. customer support)
- Knowledge-Centered Service (KCS)
- Product knowledge
- Incident management
- Common metrics and key performance indicators or KPIs (for example, average handling time, deflection)
- Industry trends (for example, artificial intelligence or AI, Einstein)
- Intake channels
- Automation practices for service efficiencies
- Data migration and management
Skills
- Apply entitlements, milestones, and service-level agreements (SLAs).
- Build end-to-end case management processes.
- Design agent experience in Service Console (layouts, dynamic forms, record pages).
- Recommend contact models/channels (Bot, Telephony, Messaging for in App and Web, Social Media, Slack).
- Understand web-to-case, tickets for support team, Experience Cloud sites, and self-service.
- Utilize case processing (routing, auto-response, queues).
Abilities
- Gather requirements.
- Prioritize and identify the correct solution.
- Determine and explain benefits and limitations of standard solutions vs. custom solutions.
- Manage stakeholders.
- Manage implementation scope.
- Use telephony or SMS or Service Cloud Voice.
- Understand when to use declarative solutions.
A candidate for this exam may need assistance with:
- Building automation enhancements to core Service Cloud capabilities
- Identifying use cases for Apex and Lightning Web Components (LWC)
- Understanding use cases across Salesforce cloud offerings
- Managing data migration
A candidate for this exam is not expected to know how to:
- Use Amazon Web Services (AWS).
- Implement Lightning Web Runtime (LWR) Experience Cloud template using LWC.
- Develop Apex and LWC code.
- Build integrations.
Typical job roles of a Salesforce Certified Service Cloud Consultant candidate 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
