How to Pass the Service Cloud Consultant Exam
I took theService Cloud Consultant exam last week and thought I’d post some general pointers on how to pass it. We had a team call with Amy Mattes from Salesforce.com Certification and got some really great insight. There are 60 questions on the exam and you need a 73% to pass. You are allotted 1:45 to take the exam but I think it took me a little over an hour to complete it.
First of all, the exam is not a “how to configure the service cloud” test. Roughly80% of the exam is based on industry knowledge of Service Cloud related topics, call center metrics, KPIs, etc. If you know the call center industry and terminology you’ll do really well. A few general pointers:
- Each question has a number of distractor answers that are obviously wrong. The best advice to is eliminate the distractor answers first and then narrow down the correct answer.
- Know the difference between Force.com Sites, Customer Portal, Partner Portal and Self-Service Portal
- There are large number of questions on Entitlements and Service Contracts (10-15)
- Know the difference between Email-to-Case and On-Demand Email-to-Case
- Brush up on CTI and IVR
- Brush up on Force.com Flow (Visual Process Manager)
I think I studied about 6-8 hours for the exam.If you have access to the Salesforce.com Training and Certification, study the following courses:
- Implementing the Service Cloud
- Implementing CRM Essentials
- Administering Salesforce Knowledge
- Publishing Articles With Knowledge
- Salesforce CTI End User Cheatsheet
- Salesforce Solutions Cheatsheet
- Salesforce Agent Console Cheatsheet
- Salesforce Solutions Implementation Guide
- Salesforce Knowledge Implementation Guide
- Salesforce Self Service Cheatsheet
- Salesforce CTI Admin Cheatsheet
- Salesforce Case Implementation Guide
- Salesforce Support Admin Cheatsheet
- Salesforce Support Rep Cheatsheet