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.

This exam guide is designed to help you evaluate if you are ready to successfully complete the Certified Service Cloud Consultant exam. This guide provides information about the target audience for the certification program, the recommended training and documentation, and a complete list of exam objectives—all with the intent of helping you achieve a passing score. Salesforce highly recommends a combination of on-the-job experience and self-study to maximize your chances of passing the exam.

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%