Salesforce Service Cloud Consultant

Know About Salesforce Service Cloud Consultant  

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.

Here are some key topics covered in the Service Cloud Consultant exam:  

A Salesforce Certified Service Cloud Consultant designs and implements solutions for business processes using Service Cloud. They have customer support knowledge and Salesforce implementation expertise, typically with 2-5 years of professional experience.

Knowledge:

• Customer support management processes, workflows
• Business unit processes (tech vs. customer support)
• Knowledge-Centred Support (KCS)
• Product knowledge
• Incident management
• Key metrics and KPIs (e.g., average handling time, deflection)
• Industry trends (AI, Einstein)
• Intake channels
• Automation practices
• Data migration and management

Skills:

• Apply entitlements, milestones, SLAs
• Build case management processes
• Design agent experience in Service Console
• Recommend contact models/channels (Bot, Embedded Chat, Telephony, Messaging, Social Media, Slack)
• Understand web-to-case, support tickets, Experience Cloud sites, self-service
• Utilize case processing (routing, auto-response, queues)

Abilities:

• Gather requirements
• Prioritize and identify solutions
• Explain benefits/limitations of standard vs. custom solutions
• Manage stakeholders and implementation scope
• Use telephony, SMS, Social Studio, Service Cloud Voice
• Choose declarative solutions

Candidate may need help with:

• Automation enhancements
• Apex and Lightning Web Components (LWC) use cases
• Understanding Salesforce cloud offerings use cases
• Managing data migration

Candidate is not expected to know:

• Amazon Web Services
• Implement LWR Experience Cloud template using LWC
• Develop Apex and LWC code
• Build integrations

Typical job roles:

• Business analyst
• Consultant
• Program/Project/Engagement manager
• Application/Solution/Technical architect
• Contact Centre manager
• Administrator
• System analyst
• Product owner
• Industry subject matter expert

Enhance your understanding of how to prepare for the certification  

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: 12%

• 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 organisation, explain industry standards and general capabilities.

Implementation Strategies: 14%

• 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: 20%

• Given a scenario, analyse customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the service agent experience.
• Given a scenario, analyse 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: 8%

• Explain the Salesforce Knowledge article lifecycle, Knowledge-Centred Support (KCS), and best practices including creation, publication, consumption, feedback, and archival.
• Given a set of requirements, determine how to configure Knowledge to deliver service support and self-service processes.

Intake and Interaction Channels: 15%

• 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: 18%

• 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: 8%

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

Integrations: 5%

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

Everything else you need to know  

*Note that as of November 16, 2017, some Salesforce Certification exams will contain up to five additional, randomly placed, unscored questions to gather data on question performance. The duration of each exam has been evaluated and adjusted to accommodate the inclusion of the unscored questions. 

These questions will be in addition to the 60 scored questions on your exam and will have no impact whatsoever on your score. 

 (https://trailhead.salesforce.com/users/strailhead/trailmixes/prepare-for-your-salesforce-service-cloud-consultant-credential)