Service Cloud Consultant Resource Guide

The Salesforce Architect exams each come with a resource guide, which includes helpful links for each section of the exam. I have found those incredibly useful in my study. Resource guides don’t currently exist for the standard exams, so I have compiled content into a series of resource guides. This is the Salesforce Service Cloud Consultant resource guide.

The Salesforce Service Cloud Consultant certification focuses on a broad knowledge of the tools and features of the Service Cloud platform. The consultant exams present you with scenarios and asks you to consider different options and propose the best solution. This includes service specific tools and metrics. Understand the intended use of Service Cloud, industry terms (case deflection, self-service, CTI, etc,), and what service metrics matter to stakeholders.

Understanding the Tests

As I mentioned in a previous post, understanding the intention and structure of the exams is key to passing. Salesforce provides a study guide for every certification test. In those guides, they provide a breakdown of the different sections and their relative weight. Take note of those while studying.

Breakdown

Topic Weighting # of Questions
Industry Knowledge 22% 13
Implementation Strategies 19% 11
Service Cloud Solution Design 19% 11
Case Management 11% 6
Knowledge Management 9% 6
Interaction Channels 9% 6
Integration & Data Management 6% 4
Contact Center Analytics 5% 3

 

Under each topic in the study guide, there are bullet points that describe the information you need to know. For example, the ‘Contact Center Analytics’ section, the bullet points are:

  • 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).

This question speaks to some industry specific terms that are used in a contact center. Make sure you understand what the terms mean, why they matter, and what implications they can have on the solutions you would recommend in Service Cloud.

Resources

INDUSTRY KNOWLEDGE – 22%

IMPLEMENTATION STRATEGIES – 19%

SERVICE CLOUD SOLUTION DESIGN – 19%

  • Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs.
  • Distinguish when it is appropriate to include custom application development or third-party applications.
  • Distinguish the key components that contribute to performance optimization within a design.
  • Describe the user experience requirements that can be solved by the Salesforce Service Console.

CASE MANAGEMENT – 11%

  • 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 Visual Workflow important to case management.
  • Identify capabilities for managing cases using social media (Social Hub, Salesforce for Twitter and Facebook).

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.
  • Distinguish the key factors to consider when designing a Knowledge data migration strategy.

INTERACTION CHANNELS – 9%

  • Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media.
  • Differentiate between the available email-to-case and web-to-case solutions and explain how to configure each.
  • Explain the Open CTI features, architecture, and implications.
  • 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).

INTEGRATION & DATA MANAGEMENT – 6%

CONTACT CENTER ANALYTICS – 5%

Ready for the Exam?

Book your exam now, even before you start studying. There’s no better way to drive you to study than booking your exam. For this exam, you are taking on the role of a consultant. You will be asked to make recommendations and design solutions based on scenarios. So this exam really requires you to understand the tool available in Service Cloud, as well as pros/cons and limitations of the different platform features.

If you have questions during your exam preparation, please feel free to reach out. I’ll do my best to respond with some help and guidance.

I am a 23x Salesforce certified consultant, currently working for the implementation partner Simplus. I am passionate about Salesforce, and I enjoy the friendly ecosystem that is filled with talented, intelligent professionals.
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2 thoughts on “Service Cloud Consultant Resource Guide

  1. Hi Chris,

    This is such a good thread. As per the recent study guide, there are some additional topics added. Could you please help to link these topics with trailhead. Thanks much in advance.

    SERVICE CONSOLE
     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.
    So far your site has been so useful for me with preparation

    1. Thank you for sharing. I have added the links for this section. I’ll post a new article with updated links in a month or so.
      SERVICE CONSOLE

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