Salesforce Certification: Service Cloud Rapid Exam Prep

40 challenging, realistic practice questions with video explanations for the Service Cloud Consultant Certification
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  • Lectures 63
  • Length 2.5 hours
  • Skill Level Intermediate Level
  • Languages English
  • Includes Lifetime access
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    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 10/2015 English

Course Description

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:

  1. You are preparing for the Salesforce Service Cloud Certification Exam
  2. You want to save study time and only focus on areas where you need help
  3. You want to prep with an instructor who wrote and edited questions on the actual exam


Prerequisites:

  • 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


Course Format:

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:

  1. Industry Knowledge
  2. Case Management
  3. Solution Design
  4. Interaction Channels
  5. Knowledge Management
  6. Implementation Strategy
  7. Contact Center Analytics
  8. Integration and Data Management


What are the requirements?

  • None

What am I going to get from this course?

  • Successfully pass the Service Cloud Certification Exam
  • Identify areas where you need to spend more time studying
  • Better understand Service Cloud solution design

What is the target audience?

  • This course is meant for people with some previous Salesforce experience who want to earn the Salesforce Service Cloud Consultant certification
  • This course is not an introduction to Salesforce.com. If you are not a certified Salesforce Administrator, you will likely not understand this course.

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.

Curriculum

Section 1: Getting Started with Rapid Exam Prep
03:07

A brief introduction to the course. At the end of this lecture, you will know how to navigate this course effectively to maximize your study time.

Exam Study Guide
Article
Article

I recommend that if you signed up for this course but have never configured Service Cloud before, you may want to start out with this two-hour hands-on configuration video just to get introduced to the concepts.

I am also linking to Salesforce Trailhead, where there is additional general training content that you may find useful.

This course, and the certification exam, are designed for people with Service Cloud experience, but that doesn't mean you can't still find this course useful! It will just require more pre-work.

Section 2: Topic 1: Industry Knowledge
Article

Try out this assessment to see how much you know about Topic 1: Industry Knowledge. This practice exam has the same questions that are covered in the lectures. If you get one wrong, you can click on "Watch Video" at the bottom of the quiz screen to open that specific lecture video in a new window.

02:15

Learn common Contact Center systems and how they are used, including Workforce Management (WFM), Quality Management, and Automated Call Distribution (ACD)

01:27

Learn more about Quality Management systems and the role they play in a contact center

01:56

Learn what elements make up a good contact center business continuity plan

01:10

Learn about Knowledge Centered Support (KCS) and its purpose in the contact center

1 question

See what you know about "Industry Knowledge" in order to decide which lectures to watch in this section.

Section 3: Supplemental Training: Industry Knowledge
00:59

Understand the purpose of this Supplemental Training section and determine if you should watch it or skip it.

14:27

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

05:23

Explain the uses cases, costs and benefits for different interaction channels.

03:03

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

03:25

Compare and contrast the different types of contact centers and their business drivers.

03:28

Identify the core tenets of KCS.

Components of a contact center
06:29
Section 4: Topic 2: Case Management
Article

Try out this assessment to see how much you know about Topic 2: Case Management. This practice exam has the same questions that are covered in the lectures. If you get one wrong, you can click on "Watch Video" at the bottom of the quiz screen to open that specific lecture video in a new window.

01:35

Learn some of the ways to implement surveys in Service Cloud in this practice exam question

01:30

Learn how to handle Service Level Agreement (SLA) management in Service Cloud in this practice exam question

03:10

Test your ability to design Service Cloud for a specific case management process in this practice exam question

02:03

Learn more about Salesforce Omnichannel in this practice exam question.

Be sure to check out the resource link below with instructions to implement Omnichannel.

5 pages

Test your knowledge of Milestones and Entitlements functionality with this practice exam question.

Study the attached link to the Salesforce Entitlements Implementation Guide, and a link to a recent blog post describing Milestones and Entitlements.

01:33

Test your knowledge of ways to collaborate on cases within Service Cloud

01:15

Check how much you know about automation capabilities of Service Cloud and Case Management

02:46

Given a set of Service Cloud requirements, design a solution to fit those requirements in this practice exam question

03:13

Learn about Social Customer Service, a new feature added in Spring '16, with this practice question.

02:52

Test your understanding of Field Service Dispatch concepts with this practice exam question.

Activity: Case Management Quiz
1 question
Section 5: Topic 3: Service Cloud Solution Design
Article

Try out this assessment to see how much you know about Topic 3: Service Cloud Solution Design. This practice exam has the same questions that are covered in the lectures. If you get one wrong, you can click on "Watch Video" at the bottom of the quiz screen to open that specific lecture video in a new window.

01:59

Test your knowledge of Service Cloud with this practice exam question on case required data

03:27

Features of the Salesforce Console for Service are explored in this practice exam question

02:45

This practice exam question will test your knowledge of integration for repair and returns.

03:55

Help your client improve cost per case with this practice exam question

03:25

What are the steps to configure the Salesforce Console for Service? If you know, you will do well on this practice exam question.

Activity: Service Cloud Solution Design Quiz
1 question
Section 6: Topic 4: Interaction Channels
Article

Try out this assessment to see how much you know about Topic 4: Interaction Channels. This practice exam has the same questions that are covered in the lectures. If you get one wrong, you can click on "Watch Video" at the bottom of the quiz screen to open that specific lecture video in a new window.

02:47

Do you know the options within Salesforce for email support management? Find out with this practice exam question.

Be sure to study the linked help file from Salesforce after you finish this question.

02:05

How much do you know about Salesforce Communities? This practice exam question will help you find out.

02:34

Do you know how to set up a client to handle live chat? You will know more after this practice exam question.

01:45

Contact centers like to reduce their "agent assisted" interactions. This practice exam question will ask you how you would help to do it.

02:39

Do you know the difference between "Chat" and "Chatter?" We will find out with this practice exam question.

01:56

What is Open CTI? This practice exam question will explain.

Activity: Interaction Channels Quiz
1 question
Section 7: Topic 5: Knowledge Management
Article

Try out this assessment to see how much you know about Topic 5: Knowledge Management. This practice exam has the same questions that are covered in the lectures. If you get one wrong, you can click on "Watch Video" at the bottom of the quiz screen to open that specific lecture video in a new window.

02:28

What role does Salesforce Knowledge play in your case management process? This practice exam question will test how much you know.

02:52

Do you know the features of Salesforce Knowledge? Explore further with this practice exam question.

03:43

Explore the visibility of knowledge content with this practice exam question

02:04

Do you know the steps to migrate knowledge articles into Salesforce Knowledge? This practice exam question will find out.

02:37

Knowledge Centered Support (KCS) encourages agents to participate in the Knowledge Management process. Do you know how to configure Service Cloud to accommodate this? We will explore further with this practice exam question.

Activity: Knowledge Management Quiz
1 question
Section 8: Topic 6: Implementation Strategy
Article

Try out this assessment to see how much you know about Topic 6: Implementation Strategy. This practice exam has the same questions that are covered in the lectures. If you get one wrong, you can click on "Watch Video" at the bottom of the quiz screen to open that specific lecture video in a new window. 

03:17

User adoption can be the difference between success and failure of a project. Explore approaches to increase user adoption in this practice exam question.

01:53

Learn more about the planning phase of a project in this practice exam question.

02:53

Discuss deployment approach options in this practice exam question

02:20

Can you guess which phase of the project this practice exam question describes?

Activity: Implementation Strategies Quiz
1 question
Section 9: Topic 7: Contact Center Analytics
Article

Try out this assessment to see how much you know about Topic 7: Contact Center Analytics. This practice exam has the same questions that are covered in the lectures. If you get one wrong, you can click on "Watch Video" at the bottom of the quiz screen to open that specific lecture video in a new window.

02:58

Design a report to track agent-assisted interactions in this practice exam question.

02:16

Help your client to measure chat team performance with this practice exam question.

03:14

We already determined that user adoption matters greatly with new implementations. So help your client create an adoption dashboard with this practice exam question.

Activity: Bonus Quiz!
1 question
Section 10: Topic 8: Integration and Data Management
Article

Try out this assessment to see how much you know about Topic 8: Integration and Data Management. This practice exam has the same questions that are covered in the lectures. If you get one wrong, you can click on "Watch Video" at the bottom of the quiz screen to open that specific lecture video in a new window.

02:53

Test your knowledge of common integration approaches with this practice exam question.

02:12

How do you decide what data to migrate from a legacy system? Find out in this practice exam question.

02:21

Can you separate good criteria from bad criteria in this data migration practice question?

02:35

What options does Salesforce provide to help you improve data quality? Find out in this practice exam question.

01:57

When is the proper time to use a batch integration? We will discuss it in this practice exam question.

02:35

Do you know how to prepare for large transaction volumes? This practice exam question explores that topic.

Activity: Integration and Data Management Quiz
1 question
Section 11: Wrap-up
Article

This is the end of the course. This lecture provides some parting advice.

Section 12: Bonus: Final Practice Exam
Article

A complete practice exam for the Salesforce Service Cloud Certification

Exam. Go through all 42 questions and see if you can get a passing

grade. If so, you are as ready as you can be for the real exam!

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Instructor Biography

Bobby Buntin, Salesforce Instructor and Consultant

I am a Customer Service Operations consultant with more than 12 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 Service Cloud implementations globally for companies in the Fortune 50.

I have personally guided more than 200 consultants through Salesforce certifications, and I have trained thousands of end users on Salesforce.

I hold the following certifications: Salesforce Administrator, Service Cloud 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.

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