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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Certified Service Cloud Consultant Exam |
| Exam Number: | Service-Cloud-Consultant |
| Exam Duration: | 105 minutes |
| Available Languages: | Portuguese (Brazil), French, English, German, Spanish, Japanese |
| Certificate Validity Period: | 2 years |
| Passing Score: | 78% |
| Exam Price: | USD 200 + applicable taxes |
| Exam Format: | Multiple-choice, Multiple-select, Scenario-based questions |
| Related Certifications: | Salesforce Certified Platform App Builder Salesforce Certified Administrator |
| Real Exam Qty: | 60 scored + up to 5 unscored |
| Recommended Training: | Trailhead: Prepare for Your Service Cloud Consultant Credential |
| Exam Registration: | Salesforce Certification Registration |
| Sample Questions: | ![]() |
| Exam Way: | Online proctored or onsite at authorized testing centers |
| Pre Condition: | Recommended: Salesforce Certified Administrator credential; 2–3 years of experience implementing Service Cloud solutions |
| Official Syllabus URL: | https://trailhead.salesforce.com/credentials/servicecloudconsultant |
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Contact Center Analytics | 10% | - Report and dashboard design - Key metrics and KPIs tracking - Data-driven improvement |
| Topic 2: Industry Knowledge | 12% | - Contact center metrics and KPIs - Business challenges, risks and outcomes - Types of contact centers and their characteristics |
| Topic 3: Case Management | 13% | - Case deflection and self-service - End-to-end case lifecycle design - Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow |
| Topic 4: Integrations | 10% | - Data exchange and synchronization - Third-party system integration - CTI and telephony integration |
| Topic 5: Intake and Interaction Channels | 13% | - Designing intake channels - Configuration best practices - Email, web, social, phone and messaging channels - Digital engagement and omni-channel |
| Topic 6: Service Cloud Solution Design | 15% | - Solution design based on requirements - Security, compliance and performance optimization - Capabilities, limitations and trade-offs - Scalability and maintainability |
| Topic 7: Knowledge Management | 12% | - Knowledge base design and implementation - Article lifecycle, versioning and visibility - Data categories and access control - Case deflection and knowledge adoption |
| Topic 8: Implementation Strategies | 12% | - Licensing and deployment considerations - Consulting engagement lifecycle - Data migration, quality and governance - Training and adoption planning |
Yes — download the free Salesforce Certified Service cloud consultant demo and judge the quality yourself before paying; the whole content goes further than the demo, but the demo shows the style. Purchases include 365 days of free updates delivered by email; renew afterward at 50% off.
Recommended: Salesforce Certified Administrator credential; 2–3 years of experience implementing Service Cloud solutions Eligibility rules change over time, so verify the current requirements on the official page (official Service-Cloud-Consultant exam page) before registering.
The Salesforce Certified Service cloud consultant is Salesforce's certification exam for Salesforce Certified Service Cloud Consultant, at the Professional level. Related credentials include Salesforce Certified Administrator, Salesforce Certified Platform App Builder. Prepare efficiently: short review sessions anywhere, mock exams when you have a desk.
The Salesforce Certified Service cloud consultant blueprint spans 8 domains — including Knowledge Management (12%), Contact Center Analytics (10%), Implementation Strategies (12%). Tag key points per domain in the PDF version; the complete outline above lists every subtopic.
105 minutes for 60 scored + up to 5 unscored questions. Build pacing with the VCEEngine software engine: repeated timed mock exams make the real clock feel easy.
Yes:
After any course, consolidate the knowledge with the 292 practice questions for the Salesforce Certified Service cloud consultant — every answer expert-verified.
Our system emails the Salesforce Certified Service cloud consultant material automatically right after purchase — about a minute; click the link, sign in, and use the engine immediately, with 24/7 help if nothing arrives within 2 hours. If you unfortunately fail the corresponding Service-Cloud-Consultant exam within 60 days of purchase, you're welcome to a full refund: upload your failed result — a scanned enrollment slip plus the official Score Report PDF within 2 days of the exam — and we handle it within 7 days. Excluded: exams within 3 days of purchase, candidate names that don't match the payer, and free or expired products. We also recommend an alternative: exchange for two equal-value products free.
Through the vendor's official registration channels:
The Salesforce Certified Service cloud consultant is delivered Online proctored or onsite at authorized testing centers — pick the arrangement that suits you when booking.
USD 200 + applicable taxes per attempt, 78% to pass. Each retake costs the full fee, so prepare thoroughly the first time — the 292 practice questions for the Service-Cloud-Consultant exam at VCEEngine closely simulate the real test.
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?
Correct Answer: C 🗳️
Explanation: Only visible for VCEEngine members. You can sign-up / login (it's free).
Universal Containers' customers prefer speaking to a live support agent for complex product issues. This results in a high volume of phone calls and customer dissatisfaction about long hold times.
Which functionality should the consultant recommend to address the problem?
Correct Answer: C 🗳️
Explanation: Only visible for VCEEngine members. You can sign-up / login (it's free).
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?
Correct Answer: B 🗳️
Explanation: Only visible for VCEEngine members. You can sign-up / login (it's free).
Universal Containers (UC) is planning to launch a new product in the next two weeks. Executive leadership wants customer support to monitor social media platforms to intake cases.
Which solution should a consultant recommend to meet the requirement?
Correct Answer: C 🗳️
Explanation: Only visible for VCEEngine members. You can sign-up / login (it's free).
Support reps at Cloud Kicks handle three unique types of customer issues. Support rep turnover is high, so there are many inexperienced reps on the front lines. Management would like a way for all reps to gather information relevant to the specific issue in a user-friendly interface and ensure Einstein Next Best Action is displayed.
Following best practices, how should the admin configure Service Cloud to meet these requirements?
Correct Answer: A 🗳️
Explanation: Only visible for VCEEngine members. You can sign-up / login (it's free).
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