Exam Domains

1.0 Industry Knowledge 12%

1.1Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs)
1.2Determine the risks, benefits, and business challenges of meeting a client's desired outcome

2.0 Implementation Strategies 12%

2.1Given a scenario, determine how to participate in a successful consulting engagement
2.2Given a scenario, recommend appropriate Service Cloud deployment and training strategies
2.3Explain the considerations and implications for data migration, data quality, data governance, and large data volumes

3.0 Service Cloud Solution Design 15%

3.1Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the service rep experience
3.2Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the customer experience
3.3Given a set of customer data security and compliance requirements, determine a successful design to secure the data

4.0 Knowledge Management 12%

4.1Explain the Knowledge article lifecycle, Knowledge Centered Service (KCS), and Salesforce Knowledge Management configuration
4.2Given a set of requirements, determine how to configure Knowledge to deliver service support and self-service processes

5.0 Intake and Interaction Channels 13%

5.1Given business process requirements, recommend the appropriate approach to intake channels and their design
5.2Given a set of business goals, discuss the use cases and functionality for proposed interaction channels
5.3Assess the design considerations and best practices when configuring an interaction channel solution
5.4Given a set of business requirements, recommend an appropriate use for AI agents in the customer service process
5.5Explain agentic service capabilities, use cases, and configuration processes

6.0 Case Management 13%

6.1Given a set of requirements or KPIs, design a case management solution from creation to closure
6.2Given a set of requirements, explain how case deflection strategies are delivered in Experience Cloud sites, Agentforce, and Knowledge
6.3Explain the capabilities, use cases, and how to configure service entitlements, milestones, assets, business hours, and service-level agreements (SLAs)
6.4Differentiate the use cases and capabilities of Service Cloud automation

7.0 Contact Center Analytics 13%

7.1Given a scenario, develop reports and dashboards in Salesforce to provide relevant information to different stakeholders

8.0 Integrations 10%

8.1Explain the use cases and considerations for core Service Cloud integrations, including third-party solutions and connections to external sources of data

Exam Details

Question TypesMultiple Choice, Multiple Select

FormatLinear

Online ProctoringAvailable

ID RequirementsOne valid, government-issued photo ID. Name must match Webassessor registration exactly.

RenewalRequired -- Salesforce releases three major updates per year. For each release, certified professionals must complete a free maintenance module on Trailhead to retain their certification. No cost for maintenance.

PrerequisitesSalesforce Certified Administrator required

Retake PolicyRetake available after scheduling (no mandatory waiting period for first retake). Retake fee ~$100 for most exams.

LanguagesEnglish, Japanese, Brazilian Portuguese, Spanish, French, German

Salesforce Certified Service Cloud Consultant (Service Cloud Consultant) Exam Blueprint

Exam Domains

Exam Details

Official Study Resources