How I prepared for Salesforce Service Cloud Certification

Service Cloud certification is on my list for quite a few months. I was first intimidated on reading comments from recent test takers that there are many questions from the new concepts introduced and many of them flunked. I wanted to give it a try and cleared it on the first attempt. I found the exam challenging as there were many unexpected questions on the new concepts introduced recently in April, 2017. The no.of questions focusing on the new features were around 20-25.

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.

60 multiple-choice/multiple-select questions, time allotted: 105 minutes with passing score 67%

There were 5 unscored questions with extra time allotted.

Exam Outline:

Industry knowledge:       22%

Implementation strategies:         19%

Solution cloud design:    19%

Knowledge management:             9%

Interaction channels:      9%

Case management:          11%

Contact center analytics:              5%

Integration and data management:          6%

Learning materials:

Lot of Service Cloud related modules are available on Trailhead and it’s a good start to gain a basic understanding. Below are the helpful trails:

Keeping Customers Happy with Service Cloud

API Basics

Discover Advanced Service Cloud Features

Premier training:

Implementing Case management across Channels

Implementing your Service Cloud

Implementing Salesforce Knowledge

Setting Up and Building Communities

Getting Started with Service Cloud

Administration Essentials for the Service Cloud

Automating your Service Cloud

Case Teams

Creating your Salesforce Community

Implementation Guides/ Help and Training documentation

Case Management Implementation Guide
Email to Case vs. On-Demand Email to Case
Visual Workflow Guide
Subtleties of Configuring Knowledge
Knowledge Implementation Guide

Importing Knowledge Articles
Live Agent Implementation Guide

Chatter Publisher & Quick Actions Implementation Guide
Social Customer Service Implementation Guide
Entitlements Implementation Guide
Communities Implementation Guide
Data Categories vs. Article Types
Knowledge vs. Solutions
Knowledge Centered Support (KCS)
Console Cheatsheet
Case Feed Cheatsheet
Salesforce CTI Admin Cheatsheet
Salesforce Support Rep Cheatsheet
Solutions Cheat Sheet

Youtube videos:

Videos on Omni Channel, SOS, SCS, Live Agent, Macros, Open CTI.

Hands on Training Sessions related to Service Cloud features

Blogs I followed:

Exam experience:

Many questions focusing on the industry knowledge, implementation and the new features introduced recently.  Quite a good no.of questions related to Lightning Service, Macros, Live Agent, Omni Channel, API, Field Service, workflows vs approvals vs escalation rules, data migration, Publisher actions.

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