Practice Tests updated based on SPRING ’21 Release
These exams are designed to give you an idea of what to expect in the actual certification test.
•Content: 60 multiple-choice/multiple-select questions and 5 non-scored questions
•Time allotted to complete the exam: 105 minutes
•Passing score: 67%
The Salesforce Certified Service Cloud Consultant program is designed for consultants who have experience implementing Salesforce Service Cloud solutions in a customer-facing role. The intended audience has proven experience with the administration and configuration of a Salesforce application, as demonstrated through successful completion of the Salesforce Certified Administrator exam. The Salesforce Certified Service Cloud Consultant is able to successfully design and implement Service Cloud solutions that meet customer business requirements, are maintainable and scalable, and contribute to long-term customer success.
A Salesforce Certified Service Cloud Consultant designs and deploys solutions that support customer business processes and requirements using Salesforce applications. The consultant has experience designing solutions using the Service Cloud functionality and can lead the implementation of these solutions within a customer organization. The consultant has both contact center industry experience and expertise in Salesforce applications including the knowledge needed to implement multiple applications in common customer scenarios.
Salesforce Certified Service Cloud Consultants are interested in demonstrating their expertise as cloud computing implementation consultants with a specialty in the contact center domain. The Salesforce Certified Consultant has 2 to 5 years of experience as a senior business analyst and has developed the skills outlined below:
•Experience managing implementation projects
•Strong analytical and problem-solving skills
•Deep knowledge of Salesforce product lines
•Solid understanding of internet technologies and cloud computing
•Solid understanding of data management and database concepts
•Familiarity with the software development lifecycle
•Ability to:
•Design and implement successful solutions
•Anticipate and mitigate risk
•Meet and manage customer expectations
•Increase customer confidence
•Consistently deliver effective business solutions
•Manage solution delivery and any issues that arise
•Build solutions that are scalable and maintainable
•Set up change management practices to ensure long-term solution success
•Troubleshoot and resolve issues
•Prioritize and escalate customer issues
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%
Service Cloud Solution Design: 16%
Knowledge Management: 9%
Interaction Channels: 10%
Case Management: 15%
Contact Center Analytics: 5%
Integration and Data Management: 5%
Service Console: 15%
Please use these exams to supplement your Salesforce Certification Study! Always check out relevant trail on Trailhead to increase your chances to ace the certification test.
