Salesforce Certification
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Credential Overview

The Salesforce Certified Service Cloud Consultant credential is designed for those who have experience implementing Service Cloud solutions in a customer-facing role. Candidates should be able to successfully design and implement Service Cloud solutions that meet customer business requirements, are maintainable and scalable, and contribute to long-term customer success.

Here are some examples of the concepts you should understand to pass the exam:

  • Design contact center solutions that make use of cases, knowledge base, and portals
  • Design interaction channels and build interfaces to maximize agent productivity
  • Manage data and design analytics that track key industry metrics

About the Exam

All proctored Salesforce certification exams can be scheduled as an onsite or online exam. Learn more about scheduling an exam.

Quick facts about the exam:

  • 60 multiple-choice/multiple-select questions* (5 unscored items will be added)
  • 105 minutes allotted to complete the exam (time allows for unscored questions)
  • 63% is the passing score
  • Registration fee is USD 200, plus applicable taxes as required per local law
  • Retake fee is USD 100, plus applicable taxes as required per local law
  • No hard-copy or online materials may be referenced during the exam

*Please note that as of November 16, 2017, all Salesforce certification exams will contain five additional, randomly placed, unscored questions to gather data on question performance. The duration of each exam has been evaluated and adjusted to accommodate the inclusion of the unscored questions. These five questions will be in addition to the 60 scored questions on your exam, and will have no impact whatsoever on your score.

Sample Questions

These sample questions are representative of what you can expect to see on the Salesforce Certified Service Cloud Consultant exam and are designed to help you become familiar with the testing format.

More sample questions are available in our Exam Guide.

Which task should be included in a business continuity plan for a contact center? (There are three correct answers.)

  1. Route cases to agents in an alternate center.
  2. Disable the Interactive Voice Response (IVR) system.
  3. Deliver training on case handling for contingent staff.
  4. Update the case status field values.
  5. Monitor service level agreements (SLAs) and notify customers.

The Answer is A,C,E.

Universal Containers plans to deploy the new Service Cloud console to its support team.

Which steps should be considered in deployment? (There are three correct answers.)

  1. Customize highlight panels for all objects.
  2. Set up interaction logs and assign them to user profiles.
  3. Assign users the Service Cloud User feature license.
  4. Set up users and assign them to a queue.
  5. Customize case list views.

The Answer is A,B,C.