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The price of the Service-Cloud-Consultant exam is $200 USD.
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Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant
Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Automation and Process | - Entitlements, milestones, and SLAs - Flow and workflow automation for service processes |
| Topic 2: Case Management and Service Console | - Service Console configuration and productivity tools - Case lifecycle and routing strategies |
| Topic 3: Service Cloud Solution Design | - Service Cloud feature selection and architecture - Customer service processes and use case design |
| Topic 4: Omni-Channel and Digital Engagement | - Chat, messaging, and digital support channels - Omni-Channel routing configuration |
| Topic 5: Integration and Data Management | - Data model considerations for Service Cloud - Integration with external service systems |
| Topic 6: Service Cloud Implementation | - CTI (Computer Telephony Integration) concepts - Email-to-Case and Web-to-Case setup |
| Topic 7: Service Cloud Analytics and Reporting | - Key service KPIs and metrics - Reports and dashboards for service performance |
| Topic 8: Knowledge Management | - Knowledge search and content delivery - Salesforce Knowledge setup and article lifecycle |
Salesforce Certified Service cloud consultant Sample Questions:
Question #1
What should a consultant consider when implementing Salesforce Messaging functionality in a new Service Cloud instance?
A. It is incompatible with Einstein Bots.
B. It should be routed via Omni-Channel.
C. It should be deployed with Experience Builder.
Question #2
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
A. Use a trigger to automatically create a new article.
B. Create a Quick Action to map case fields to a new article.
C. Develop a globally-shared macro to create a new article.
Question #3
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?
A. Configure a Case related list on the Product page layout.
B. Configure a Case list view filtered by My Cases.
C. Configure a Case list view filtered by My Case Teams.
Question #4
Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?
A. Omni-Channel Utility component
B. Omni-Channel Analytics
C. Omni-Channel Supervisor tab
Question #5
Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.
Which method should the consultant recommend to provide automated self-service on an ecommerce site?
A. Build a Screen Flow.
B. Create an Einstein Bot.
C. Configure a Visual Remote Assistant.
Solutions:
| Question #1 Correct Answer: B | Question #2 Correct Answer: B | Question #3 Correct Answer: C | Question #4 Correct Answer: C | Question #5 Correct Answer: B |
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