Salesforce Service Cloud Certification: Rapid Exam Prep
40 challenging, realistic practice questions with video explanations for the Service Cloud Consultant Certification
This course will help you to pass the Service Cloud Consultant Salesforce Certification exam. Prepare to be challenged by 40 sample test questions with video explanations of the correct and incorrect answers. These questions are designed to be tougher than the real exam, so once you master these questions, you can take the real exam with confidence.
Take this course if:
- You are preparing for the Salesforce Service Cloud Certification Exam
- You want to save study time and only focus on areas where you need help
- You want to prep with an instructor who wrote and edited questions on the actual exam
- Salesforce Administrator Certification - Required to get the certification and to understand this course
- Understanding of Salesforce terminology - If you don't know what a workflow rule is, you are not ready for this course.
- Some experience configuring Service Cloud functionality and familiarity with features
This course is organized to match the Salesforce-published exam study guide. We walk through sample questions grouped by each of the topic areas in the study guide:
- Industry Knowledge
- Case Management
- Solution Design
- Interaction Channels
- Knowledge Management
- Implementation Strategy
- Contact Center Analytics
- Integration and Data Management
PreviewPre-test: How much do you know about Industry Knowledge?
PreviewIndustry Knowledge Question 1.1 - Common Contact Center Systems (2:15)
StartIndustry Knowledge Question 1.2 - Quality Monitoring (1:27)
StartIndustry Knowledge Question 1.3 - Business Continuity (1:56)
StartIndustry Knowledge Question 1.4 - Knowledge Centered Support (KCS) (1:10)
StartPre-test: How much do you know about Case Management?
StartCase Management Question 2.1 - Surveys (2:34)
StartCase Management Question 2.2 - Service Level (SLA) Management (1:29)
StartCase Management Question 2.3 - Case Entry Process (3:06)
StartCase Management Question 2.4 - Omnichannel (2:03)
StartCase Management Question 2.5 - Milestones & Entitlements
StartCase Management Question 2.6 - Case Collaboration (1:33)
StartCase Management Question 2.7 - Case Automation (1:15)
StartCase Management Question 2.8 - Configuration (2:46)
StartCase Management Question 2.9 - Social Customer Service (3:13)
StartCase Management Question 2.10 - Field Service Dispatch (2:52)
Frequently Asked Questions
I am a Customer Service Operations consultant with more than 14 years experience implementing customer contact center software with one of the largest consulting firms in the world. I am an expert in Salesforce, ServiceMax, and Knowledge Centered Support.
I have architected and implemented some of the most complex Salesforce implementations globally for companies in the Fortune 50.
I have guided more than 2,000 consultants through Salesforce certifications, and I have trained thousands of end users on Salesforce.
I hold the following certifications: Salesforce Administrator, Service Cloud Consultant, Sales Cloud Consultant, Platform Developer, Platform App Builder, ServiceMax Consultant and KCS Practices Consultant.
As a strategic Salesforce consulting partner, for several years I helped to write and review new questions for Salesforce certification exams.