How to pass your Salesforce Certified Service Cloud Consultant Exam.
I’ve been putting off sitting the Salesforce Certified Service Cloud Consultant exam for a long time, and given that I work on Service Cloud implementations for a living, this is a long overdue cert for me.
Over the years I have developed a phobia of Salesforce exams. Something always seems to go wrong: Internet connectivity issues, the window cleaner paying a visit, or one of the cats jumping onto the table (not good during a proctored exam).
Thankfully, this is one of the best Salesforce exams I have done to date. It focuses much more on industry knowledge and consulting experience instead of the ability to remember every nut and bolt involved in configuration. (Which you could just Google in a real-life work situation.)
First step: figure out where you lack knowledge/expertise
Your first move should be to download the official study guide from the Salesforce Certification Website. It’s the same format as all the other study guides, including Salesforce Certified Salesforce Administrator, which is a prerequisite to this exam.
The study guide sections look like this. No surprises here:
It’s vital that you spend some time reading the sections, because they really do give a good indication of what will crop up in the exam. Put in the time to brush up on the areas you are weakest in, and remember to focus on industry knowledge and your general experience of IT implementations rather than trying to memorise the order in which you need to configure stuff.
Trailhead is your best friend
There are some great Trails and Trailmixes on Trailhead. Some of the puns and jokes can be slightly irritating after you’ve got several dozen badges under your belt, but this really is a fantastic resource that’s free. You should definitely leverage it. I found the following particularly helpful:
- Keep Customers Happy with Service Cloud (Trailhead Trail)
- Discover Advanced Service Cloud Features (Trailhead Trail)
- Empower Managers & Agents with the Service Cloud Platform (Trailhead Trail)
- API Basics (Trailhead Module)
Knowledge of the Service Industry
It’s very important to know about Knowledge Centred Service (KCS) and industry terminology such as ACD, Adherence, AHT, ANI, Call Deflection, CTI, DNIS, First Call Resolution, IVR, PBX, Predictive Dialler, etc. These links should help:
Don’t underestimate the importance of this. The exam does use quite a bit of contact centre jargon and if you don’t understand the question being asked you are at an immediate disadvantage!
You don’t need to know how to configure a PBX or Predictive Dialler – you just need to know what one is and what it is typically used for.
A word of warning on mock exams
I say this every time I write an exam tips post, but please do be wary about relying too heavily on mock exams. I have done these in the past and found some of them far too easy (making me overconfident), and others inaccurate (blatantly wrong answers).
Don’t try to memorise questions and answers – putting in the effort to understand the material and content of the exam will pay off.
Be confident in your knowledge
The reason I delayed sitting this exam for months was because as a Solution Architect I’m not doing hands-on declarative configuration every day, and I was worried that I might not know enough of the technical ins-and-outs of things like Omni-Channel or SnapIns.
This exam does not require a detailed ‘under-the-hood’ knowledge of how to configure Service Cloud. It is much more about consultative skills, industry expertise (service industry and IT industry), and experience of thinking through typical business scenarios.
The sample questions in the study guide are a really good example of what to expect. If you answered those correctly first time, and have invested a decent amount of study into the Trailhead links above, you are probably ready for this exam.
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