Are you ready to prepare for the Salesforce Certified Service Cloud Consultant exam ?

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.

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.

Exam Outline :-

The Salesforce Certified 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 can demonstrate the application of each of the features/functions below.

Industry Knowledge

• Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs).

• Determine the risks, benefits, and business challenges of meeting a client’s desired outcome.

• Given a specific type of service organization, explain industry standards and general capabilities.

Implementation Strategies

• Given a scenario, determine how to participate in a successful consulting engagement (plan, gather requirements, design, build, test, and document).

• Given a scenario, recommend appropriate deployment and training strategies.

• Explain the considerations and implications for data migration, data quality, data governance, and large data volumes.

Service Cloud Solution Design

• Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the service agent experience.

• Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the customer experience, including interaction channels.

• Given a set of customer data security and compliance requirements, determine a successful design to secure the data.

Knowledge Management

• Explain the Salesforce Knowledge article lifecycle, Knowledge-Centered Service (KCS), and best practices including creation, publication, consumption, feedback, revision, and archival.

• Given a set of requirements, determine how to configure Knowledge to deliver service support and self-service processes.

Intake and Interaction Channels

• Given business process requirements, recommend the appropriate approach to intake channels and their design.

• Given a set of business goals, discuss the use cases and functionality for proposed interaction channels.

• Assess the design considerations and best practices when configuring an interaction channel solution.

Case Management

• Given a set of requirements or KPIs, design a case management solution from creation to closure (assignment, escalation, resolution, and disposition).

• Given a set of requirements, explain how case deflection strategies are delivered in Experience Cloud sites, Einstein Chatbot, and Knowledge.

• Explain the capabilities, use cases, and how to configure service entitlements, milestones, assets, business hours, and service-level agreements (SLAs) in Service Cloud.

• Differentiate the use cases and capabilities of Service Cloud automation.

Contact Center Analytics

• Given a scenario, develop reports and dashboards in Salesforce to provide relevant information to different stakeholders (agents, managers, executives).

Integrations

• Explain the use cases and considerations for core Service Cloud integrations, including third-party solutions and connections to external sources of data.

Who this course is for:

• Business analyst
• Consultant
• Program/Project/Engagement manager
• Application/Solution/Technical architect
• System analyst
• Product owner