Salesforce Service Cloud Consultant Credential
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.
Purpose of this Exam Guide
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
Audience Description
A Salesforce Certified Service Cloud Consultant designs and deploys solutions that support customer business processes and requirements using Salesforce applications. The consultant has experience designing solutions using the Service Cloud functionality and can lead the implementation of these solutions within a customer organization. The consultant has both contact center industry experience and expertise in Salesforce applications including the knowledge needed to implement multiple applications in common customer scenarios.
Salesforce Certified Service Cloud Consultants are interested in demonstrating their expertise as cloud computing implementation consultants with a specialty in the contact center domain. The Salesforce Certified Consultant has 2 to 5 years of experience as a senior business analyst and has developed the skills outlined below:
◉ Experience managing implementation projects
◉ Strong analytical and problem-solving skills
◉ Deep knowledge of Salesforce product lines
◉ Solid understanding of internet technologies and cloud computing
◉ Solid understanding of data management and database concepts
◉ Familiarity with the software development lifecycle
◉ Ability to:
◉ Design and implement successful solutions
◉ Anticipate and mitigate risk
◉ Meet and manage customer expectations
◉ Increase customer confidence
◉ Consistently deliver effective business solutions
◉ Manage solution delivery and any issues that arise
◉ Build solutions that are scalable and maintainable
◉ Set up change management practices to ensure long-term solution success
◉ Troubleshoot and resolve issues
◉ Prioritize and escalate customer issues
Salesforce CRT-261 Exam Summary:
| Exam Name | Salesforce Service Cloud Consultant |
| Exam Code | CRT-261 |
| Exam Price | Registration fee: USD 200 Retake fee: USD 100 |
| Duration | 105 minutes |
| Number of Questions | 60 |
| Passing Score | 67% |
| Recommended Training / Books | Prepare for Your Salesforce Service Cloud Consultant Credential Administer and Maintain Service Cloud (ADX261) Prepare for your Service Cloud Consultant Certification Exam (CRT261) |
| Sample Questions | Salesforce CRT-261 Sample Questions |
| Recommended Practice | Salesforce Certified Service Cloud Consultant Practice Test |
Salesforce Service Cloud Consultant Syllabus:
| Section | Objectives | Weights |
| Industry Knowledge | - 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. |
10% |
| Implementation Strategies | - 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. |
15% |
| Service Cloud Solution Design | - 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. |
16% |
| Knowledge Management | - 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. |
9% |
| Interaction Channels | - 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). |
10% |
| Case Management | - 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 (Salesforce Flow, quick actions, macros, quick text). - Identify use cases and capabilities of Social Customer Service. |
15% |
| Contact Center Analytics | - 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). |
5% |
| Integration and Data Management | - Explain the use cases and considerations for common Service Cloud Integrations. - Explain the considerations for data migration and data quality. |
5% |
| Service Console | - 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. |
15% |
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