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Salesforce Service-Cloud-Consultant Exam Topics, Blueprint and Syllabus

Salesforce Certified Service cloud consultant (SP23)

Last Update May 20, 2024
Total Questions : 177

Our Certified Service Cloud Consultant Service-Cloud-Consultant exam questions and answers cover all the topics of the latest Salesforce Certified Service cloud consultant (SP23) exam, See the topics listed below. We also provide Salesforce Service-Cloud-Consultant exam dumps with accurate exam content to help you prepare for the exam quickly and easily. Additionally, we offer a range of Salesforce Service-Cloud-Consultant resources to help you understand the topics covered in the exam, such as Certified Service Cloud Consultant video tutorials, Service-Cloud-Consultant study guides, and Service-Cloud-Consultant practice exams. With these resources, you can develop a better understanding of the topics covered in the exam and be better prepared for success.

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Salesforce Service-Cloud-Consultant Exam Overview :

Exam Name Salesforce Certified Service cloud consultant (SP23)
Exam Code Service-Cloud-Consultant
Actual Exam Duration The duration of the Salesforce Service-Cloud-Consultant Exam is 105 minutes.
What exam is all about Salesforce Service-Cloud-Consultant exam is designed to test the knowledge and skills of professionals who work with Salesforce Service Cloud. The exam covers topics such as service cloud architecture, service console customization, case management, knowledge management, and service analytics. The exam is intended for individuals who have experience working with Salesforce Service Cloud and are looking to demonstrate their expertise in the platform. Passing the exam is a requirement for obtaining the Salesforce Certified Service Cloud Consultant certification.
Passing Score required The passing score required in the Salesforce Service-Cloud-Consultant exam is 68%. This means that you need to answer at least 41 out of 60 questions correctly to pass the exam. It is recommended that you aim for a higher score to demonstrate your knowledge and expertise in Salesforce Service Cloud.
Competency Level required I don't have personal experience or knowledge about competency levels required for Salesforce Service-Cloud-Consultant Exam. However, based on the official Salesforce website, the Service-Cloud-Consultant Exam is designed for individuals who have experience implementing Salesforce Service Cloud solutions in a customer-facing role. The exam measures the candidate's knowledge and skills in areas such as Service Cloud functionality, implementation, and best practices. To pass the exam, candidates must demonstrate a high level of competency in these areas. It is recommended that candidates have at least six months to one year of experience working with Salesforce Service Cloud before attempting the exam.
Questions Format The Salesforce Service-Cloud-Consultant exam consists of multiple-choice questions. The exam includes 60 questions, and candidates have 105 minutes to complete it. The questions are designed to test the candidate's knowledge of Salesforce Service Cloud features, functionality, and best practices. The exam covers topics such as case management, knowledge management, service console, Omni-channel, and more. The questions are scenario-based, and candidates are required to analyze the given scenario and choose the best answer from the options provided.
Delivery of Exam The Salesforce Service-Cloud-Consultant exam is a computer-based exam that is delivered online through the Salesforce certification portal. It is a proctored exam, which means that a proctor will monitor the exam taker throughout the duration of the exam to ensure that the exam is taken fairly and without any cheating. The exam consists of multiple-choice questions and is timed, with a total of 60 questions to be answered within 105 minutes.
Language offered The Salesforce Service-Cloud-Consultant exam is offered in English, Japanese, Spanish, French, German, and Portuguese.
Cost of exam I don't have access to the current pricing information for Salesforce Service-Cloud-Consultant exam. However, you can visit the official Salesforce website or contact their customer support for the latest pricing information.
Target Audience The target audience for Salesforce Service-Cloud-Consultant includes: 1. Business owners and managers who want to improve their customer service operations and enhance customer satisfaction. 2. Customer service managers and agents who want to streamline their processes and improve their productivity. 3. IT professionals who want to implement and manage Salesforce Service Cloud solutions. 4. Salesforce administrators who want to expand their knowledge and skills in Service Cloud. 5. Consultants and freelancers who want to offer Salesforce Service Cloud consulting services to businesses. 6. Sales professionals who want to understand how Service Cloud can help them improve customer retention and loyalty. 7. Marketing professionals who want to leverage Service Cloud to enhance their customer engagement and communication. 8. Anyone who is interested in learning about Salesforce Service Cloud and its capabilities.
Average Salary in Market I don't have access to current market data. However, according to Payscale, the average salary for a Salesforce Service Cloud Consultant in the United States is around $87,000 per year. However, this can vary depending on factors such as location, experience, and company size.
Testing Provider I do not have the ability to provide the Salesforce Service-Cloud-Consultant exam for testing. However, you can visit the official Salesforce website to register for the exam or contact a Salesforce training provider for more information.
Recommended Experience I do not have personal experience, but based on the information available, the recommended experience for Salesforce Service-Cloud-Consultant exam includes: 1. Experience in implementing and configuring Salesforce Service Cloud solutions. 2. Knowledge of Salesforce CRM and its various features and functionalities. 3. Understanding of customer service processes and best practices. 4. Familiarity with Salesforce automation tools such as workflows, process builder, and flows. 5. Knowledge of Salesforce security and data management best practices. 6. Experience in designing and implementing custom reports and dashboards. 7. Understanding of Salesforce integration with other systems and applications. 8. Familiarity with Salesforce Lightning Experience and its features. 9. Experience in managing and leading Salesforce Service Cloud projects. 10. Knowledge of Salesforce certifications and their requirements.
Prerequisite I do not have personal experience or preferences, but according to Salesforce, the prerequisites for the Service-Cloud-Consultant exam are: 1. Salesforce Administrator Certification: It is recommended that candidates have a Salesforce Administrator Certification before attempting the Service-Cloud-Consultant exam. 2. Service Cloud Consultant Training: Candidates should complete the Service Cloud Consultant training course offered by Salesforce or a Salesforce-approved training provider. 3. Hands-on Experience: Candidates should have hands-on experience with the Salesforce Service Cloud platform, including configuring and customizing the platform to meet business requirements. 4. Knowledge of Salesforce Products: Candidates should have a deep understanding of Salesforce products, including Sales Cloud, Marketing Cloud, and Community Cloud. 5. Industry Knowledge: Candidates should have knowledge of industry best practices for customer service and support, including case management, knowledge management, and customer engagement.
Retirement (If Applicable) Salesforce usually provides advance notice of any exam retirements and recommends candidates to take the updated version of the exam before the retirement date. It is recommended to check the Salesforce website or contact their support team for the latest information on exam retirements.
Certification Track (RoadMap): The certification track or roadmap for the Salesforce Service-Cloud-Consultant exam includes the following steps: 1. Salesforce Certified Administrator: This is the first step in the certification track and is a prerequisite for the Service-Cloud-Consultant exam. It covers the basics of Salesforce administration, including managing users, data, and security. 2. Salesforce Certified Service Cloud Consultant: This is the main certification exam that focuses on the Service Cloud functionality of Salesforce. It covers topics such as case management, knowledge management, and contact center management. 3. Salesforce Certified Advanced Administrator: This certification builds on the skills learned in the Certified Administrator exam and covers advanced topics such as automation, data management, and security. 4. Salesforce Certified Technical Architect: This is the highest level of certification in the Salesforce ecosystem and requires a deep understanding of the platform's technical architecture and design principles. Overall, the certification track for the Service-Cloud-Consultant exam is designed to help professionals develop the skills and knowledge needed to become experts in Salesforce's Service Cloud functionality.
Official Information https://trailhead.salesforce.com/credentials/servicecloudconsultant
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Salesforce Service-Cloud-Consultant Exam Topics :

Section Weight Objectives
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.
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.
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.
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.
Interaction Channels: 10%
  • Describe the use cases and functionality for each interaction channel (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).
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 how to configure the service entitlements and milestones in Salesforce.
  • Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
  • Identify use cases and capabilities of Social Customer Service.
Contact Center Analytics: 5%
  • 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).
Integration and Data Management: 5%
  • Explain the use cases and considerations for common Service Cloud Integrations.
  • Explain the considerations for data migration and data quality.
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.