Salesforce Service Cloud Consultant Exam Syllabus

The Salesforce Certified Service Cloud Consultant program is for consultants who have worked in a customer-facing capacity deploying Salesforce Service Cloud applications. The intended candidate needs to have experience with Salesforce application administration and setup, as indicated, by passing the Salesforce Certified Administrator exam. The Salesforce Certified Service Cloud Consultant can also design and deploy Service Cloud solutions that match customer business needs and contribute to long-term customer success.

A Salesforce Certified Service Cloud Consultant creates and delivers Salesforce-based methods to help customer business processes and requirements. The consultant has knowledge designing Service Cloud solutions and can guide the implementation of these solutions within the customer’s business, including the ability to carry out numerous applications in frequent customer scenarios.

Salesforce service cloud consultants are expected to have 2 to 5 years of experience as a senior business analyst and has mastered the following skills:

• Management and implementation of projects 
• Strong problem-solving and analytical abilities are required.
• An extensive understanding of the Salesforce products.
• A thorough understanding of internet and cloud computing technologies
• Data management and database concepts should be properly studied.
• Knowledge of the software development life cycle is beneficial.

Additional abilities the candidate needs to possess are:

• Create and implement effective solutions
• Prepare for and reduce risk.
• Customer expectations are met and managed.
• Boost client satisfaction
• Deliver efficient business solutions on a regular basis.
• Manage the execution of the task given as well as any challenges that may emerge.
• Create solutions that are versatile and easy to maintain.
• Set up change management procedures to ensure the solution’s long-term success.
• Troubleshoot and fix problems
• Customer complaints should be prioritised and escalated.

Salesforce Service Cloud Consultant Exam Overview

Described below is the basic overview of how the Salesforce service cloud consultant exam is structured.

Updated Syllabus for Salesforce Service Cloud Consultant Exam

Going over the curriculum and related subjects can help you navigate your cert prep approach and improve your exam time management. The exam guide and curriculum are updated on a regular basis by Salesforce. You should visit their website for updates on a frequent basis for updated information.

The Salesforce Service Cloud Consultant test consists of 9 topics, out of which service cloud solution design has the highest topic weightage of 16%.

This test will determine a candidate’s knowledge and abilities in the areas listed below.

1. 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.

2. 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.

3. 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.

4. 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.

5. Interaction Channels: 10%

• Describe each interaction channel’s use cases and functionality (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).

6. 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 configure the service entitlements and milestones in Salesforce.
• Explain the use cases, capabilities, and limitations of Service Cloud automation (Salesforce Flow, quick actions, macros, quick text).
• Identify use cases and capabilities of Social Customer Service.

7. Contact Center Analytics: 5%

• Given a set of desired metrics, determine the appropriate reporting solution, considering 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).

8. Integration and Data Management: 5%

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

9. 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.

Click here for the ultimate Salesforce service cloud consultant study guide – explore the updated syllabus, exam pattern, cost, registration & preparation tips.

To Conclude

This syllabus provides details on the certification programs for the intended consultant and a comprehensive list of the exam overview and updated study topics—all with the goal of assisting you in obtaining a good score. To increase your chances of completing the examination, it is highly recommended to pair on-the-job experience with self-study.

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