Salesforce Service Cloud Certification Practice Exams -2023

Salesforce is one of the fastest growing and most in-demand skills in IT right now, and adding a Salesforce Service Cloud Consultant certification to your resume can have a payoff almost immediately.

In order to pass the Salesforce Service Cloud certification, you’ll find that knowledge and experience of the Salesforce service cloud features aren’t enough. You need to try plenty of practice questions that cover all of the study guide objectives and that are in a similar format to the actual exam; e.g. scenario based, multiple correct answers, It will help you understand confusing or difficult concepts from the official Salesforce Certification Exam Guide and brush up on your skills – all in a format that is similar to the actual exam and has been proven to work with thousands of happy customers.

In this course you have:

• Over 180 practice questions (Single and multiple choice questions as in actual exam, Scenario-based questions)

• Detailed explanations, and reference links

• 3 full practice exams of 60 questions each, same as the actual exam

• Practice questions that cover all the 10  sections of the official Salesforce Certification Exam Guide:

            -INDUSTRY KNOWLEDGE

• Explain the factors that influence key contact center metrics, KPIs, and business challenges.

• Explain the uses cases and benefits for different interaction channels.

• Identify challenges and considerations for business continuity in the contact center.

• Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.).

• Identify the benefits of a knowledge base.

            -IMPLEMENTATION STRATEGIES

• Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document).

• Given a scenario, determine appropriate contact center licensing and deployment strategies.

            -SERVICE CLOUD SOLUTION DESIGN

• Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs.

• Distinguish the key components that contribute to performance optimization within a design.

• Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning.

            -KNOWLEDGE MANAGEMENT

• Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.

• Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance.

• Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow.

• Understand the key factors to consider when implementing a Knowledge data migration strategy (NOTE: first time out, migrating from an external knowledge solution).

• Given a scenario, describe the considerations when migrating from knowledge to Lightning Knowledge.

            -INTERACTION CHANNELS

• Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media.

• Differentiate between the available email-to-case and web-to-case solutions and explain how to configure each.

• Explain the Open CTI features, architecture, and implications.

• Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).

              -CASE MANAGEMENT

• Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.

• Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.

• Given a set of KPIs, determine the appropriate case management solution.

• Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.

• Explain the use cases, capabilities and limitations of Service Cloud automation (Visual Workflow, process builder, quick actions, macros, quick text).

• Identify use cases and capabilities of Social Customer Service.

            -CONTACT CENTER ANALYTICS

• Given a set of desired metrics, determine the appropriate reporting solution taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).

• Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).

             -INTEGRATION AND DATA MANAGEMENT

• Given a scenario, analyze the implications and design considerations of large data and transaction volumes.

• Explain the use cases and considerations common to contact center integration patterns.

             -SERVICE CONSOLE

• Given a scenario, identify the appropriate Service Console features to meet the business need.

• Explain how different Service Console features work together to deliver business value.

• Given a set of business requirements, describe how a feature should be implemented.

Who this course is for:

• Anyone interested in studying for and passing the Salesforce Service cloud Certification Exam will benefit from this course.
• Anyone interested in learning the Salesforce Service Cloud product from an experienced Salesforce professional with over a decade of experience.