I’ve written about the process I have gone through for all of my Salesforce certifications. The Certification Prep section of my blog currently starts with these, and I believe that many of those posts also have some helpful tips for the Service Cloud Consultant Certification. If you haven’t already passed the Administrator certification, I would suggest starting with my Tips to Pass the Salesforce.com Administrator Certification Exam post. Enough self-promotion, on with the sharing!
As mentioned earlier, this isn’t my first post on certification approaches and if you are preparing for Service Cloud Consultant certification it isn’t your first exam, so I’m going to minimize the elocution here and just drop my formatted notes by section headings for easier reference.
Start with Trailhead
The proscribed place to prep, completing the Service Cloud Specialist Superbadge will have you well prepared for a passing grade if you work all of the prerequisites and then the Superbadge itself. I did complete the prerequisites but have not yet done the Superbadge project. This is much more a comment on my other time commitments than the approach as I highly recommend completing the Superbadge project, preferably right before taking the exam.
If you also have a reason to not be able to fit the Superbadge into your preparation plan, I recommend completing the Get Started with Service Cloud for Lightning Experience trail. Some of the trail modules are part of the Superbadge prerequisites, so it will take less time than you might think.
Quizlet is a great free resource for some exams, and the Service Cloud Consultant is one of them. https://quizlet.com/272794451/salesforce-service-cloud-consultant-flash-cards/
I’ve used Udemy to prepare for every Salesforce certification, and have already enrolled in the Salesforce Data Architect Course for my next planned exam because it was on sale. For those who haven’t used Udemy before, they have frequent sales where the prices are drastically below their regular price. By signing up for their marketing notifications you will eventually get a feel for how low particular courses can drop to, so if you have some planned, buying on sale is a great strategy.
Returning from that digression (my regular reader is used to this), I enrolled in the Salesforce Service Cloud Consultant Certification Course by Mike Wheeler because I had previously taken his Platform App Builder course (as mentioned in Become a Salesforce Certified Platform App Builder) and found it helpful in preparation. I will admit I was disappointed with the Service Cloud course. It was recorded in 2018, and while the Udemy listing says it was last updated 11/22, I couldn’t see where. He continually points out Lightning issues that have long since been addressed and spends a lot of time in Salesforce Classic, which is no longer referenced in the exam. And, while the functionality of Live Agent changed very little when being re-branded to Salesforce Chat, there are a couple of questions in the exam where the Live Agent option is the wrong answer.
And, for the record, I do not get a commission if you enroll in a Udemy course I recommend…and not for lack of trying. Their affiliate program has too much friction to bother dealing with (and it is reflected in my losses as a shareholder).
Focus on Force
I won two vouchers this year (so far, fingers crossed) with Trailhead Quests. The first voucher was for a $200 exam and the second was for a $400 exam. My certification path is focused on Technical Architect and I had done all of the $200 exams, so I sat on that voucher for awhile. When I won the $400 voucher I was a bit surprised to find that it had a shorter expiration period. I immediately scheduled my exam for the expiration date and plowed into My Sharing and Visibility Architect Path.
I rested my brain for a couple of days and decided to use the first $200 voucher on the Service Cloud Consultant certification (sometimes called just Service Cloud Certification). For the Sharing and Visibility Architect exam I tried a few Udemy practice exams because they have served me well for previous exams. I requested refunds for all but one, and that is because I had been to busy to start on the first one and the guarantee period had expired. They were awful. I then went to the Trailhead Community and asked folks there for a recommendation and discovered Focus on Force. I will keep looking for study courses on Udemy, but for Salesforce practice exams, Focus on Force will be my go-to from now one.
My process was to first go through all of the Topic Exams and then start on the Question Bank. Then I had some issues with Question Bank on mobile, so I did practice exams on mobile and Question Bank on PC. Once completing the first 20 Question Bank exam, I found I needed to focus in these exam areas:
- Contact Center Analytics
- Interaction Channels
- Knowledge Management
- Solution Design
This is one of the reasons I don’t consider certifications a true test of consulting skill. I have delivered well-received proposals and solutions using Knowledge Management, and am regularly approached for my solution design expertise. The exam questions cover some narrow areas of very broad topics, and the questions I missed are are about activities that are generally one-and-done… then forgotten and looked up again when next needed. But, certification is important in the Salesforce landscape, so I spent time drilling on things that I would still have to look up again in a couple of years.
I went through the Udemy course in parallel, partly because I only had 55 days to prepare and a demanding day job, and partly to see if this approach was better than first doing the course and then using the practice exams.
Where previously I found the feature to check questions individually instead of at the end of the exam useful, this time I found that I did better if I waited until the end. I think this has a lot to do with my not knowing as many answers as the start as I had for the Sharing and Visibility exam (which I found surprising in itself) and that my expectations changed as I saw immediately that I was wrong. Unless you have an eidetic memory your frame of mind can impact your score more than the knowledge you have accumulated.
The Focus Review feature has the same issue as the Question Bank when used in Chrome on Android mobile devices. The score calculation at the end fails to complete. It then remembers the answer state the next time either is tried. Because both use random questions, some will have the answers from the previous session. I reported this twice for Question Bank and once for Focus Review and no fix has happened yet. If you run into the issue, please report it and then stick to using a PC for those test types. The answers from the failed mobile session will still be there the first time but subsequent attempts will work properly so long as you don’t try mobile again like I did (sometimes I’m optimistic when I shouldn’t be).
Bionic Reading® Notes
I use https://10015.io/tools/bionic-reading-converter to format my notes for Bionic Reading®. Below are the ones I made to review just before the exam. They are specific to reminders I thought would be useful as I created the notes and I recommend you create your own, or supplement these with your own.
For the Industry Knowledge questions, when not sure always go with the one with the highest cost savings followed by the one with the most potential income result. Again, this is only when unsure. There are some questions where cost is not the key factor of the question, for example when considering the benefits of an email channel, lower cost may not be the correct answer as there are other options that are a lower cost than email.
For processes, Case Stages are driven by the Case Status field
CTI allows telephony services in Salesforce. No desktop software or softphone required.
Customer SLA = Entitlement
List views are automatically created for queues
Customer Service site template for Questions to Case, not Customer Portal
Console History component shows recent primary and sub tabs. Recent items shows records
Email to case has a limit of 2500 per day
Knowledge does not return solutions only articles that are related to similar cases or questions
Messaging is what was called Live Messaging and not related to Social
Enable Case Comment Notification to Contacts is a support setting
There is no case field alert
Email approvals require Draft emails
Service Console requires Service Cloud User license
Knowledge Publication Teams and Publication States do not exist
In the routing model, you choose whether to push work to agents who are Least Active or Most Available. If you select Least Active, then Omni-Channel routes incoming work items to the agent with the least amount of open work. If you select Most Available, then Omni-Channel routes incoming work items to the agent with the greatest difference between work item capacity and open work items.
Internal metrics focus on what happens inside the contact center, and external metrics focus on what happens outside the contact center.
Case Sharing Rules by Record Owner:
Roles and Subordinates
© Scott S. Nelson