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You are here: Home / Salesforce.com Service Cloud Certification / Service Cloud Certification Exam Preparation Tips

Service Cloud Certification Exam Preparation Tips

March 3, 2012 by Sunil K. 2 Comments

Service Cloud Certification Exam of Salesforce.com is recommended for implementation consultants who focus on Call center and Service CRM applications. If you are planning to write Service Cloud Certification Exam – in this article we we are giving few tips  on how to prepare for Service Cloud Certification Exam.

The starting point of preparation must be the Service Cloud Certification Exam Study Guide. You should check for the latest study guide from Salesforce.com Certification website – http://certification.salesforce.com/Implementation-Experts. It is more important to check the latest study guide because Salesforce.com exam pattern keep changing with the latest releases.

Service Cloud Certification Exam Pattern

The Service Cloud Certification Exam has 60 multiple choice questions with 73% (Minimum 44 questions correct) passing score which you have attempt in 1 hour 45 minutes time.

Recommended Online Training

As recommended on the study guide there are online training material available on Salesforce.com training. If your company has access to this you can go through the following training programs. The following online courses are recommended:

  • Online course: Implementing CRM Essentials
  • Online course: Implementing the Service Cloud
  • Online course: Service Cloud Success: Implementing Salesforce Knowledge
  • Online course: Service Cloud Success: Implementing Case Management Across Channels
  • Online course: Automating Your Service Cloud
  • Online course: Launch Your Own Customer Portal
  • Online course: Administering Salesforce Knowledge
  • Online course: Publishing Articles with Knowledge
  • Online course: Force.com Connect for CTI
  • Online course: Reporting for Call Center Managers
  • Case study: Implementation Case Study: Service Cloud

Other recommended reading material from Salesforce

Salesforce.com Help files: Search the help files against each topic mentioned in the Exam outline. Read the relevant information.

Other resources: The following resources were helpful

Salesforce Quick tour tips

Blogs and website with tips for passing Service Cloud

There are many websites, blogs giving tips on passing the Salesforce.com Service Cloud Certification Exam. Here is a select list website and blogs that I personally found useful:

Blogs

  • Tips from Blog of Jeff Douglas
  • Tips from Blog of Bob Buzzard
  • Tips from ForceGyan Blog

Other websites to refer

  • Wikipedia on Call Center
  • Wikipedia on Contact center
  • Wikipedia on CTI
  • Wikipedia on IVR
  • Wikipedia on ACD
  • Wikipedia on Skill Based Routing
  • Knowledge Centered Support
  • Wikipedia on KCS
  • Wikipedia on ITIL
  • CMA Top 10 Call center Metrics

I will be writing a separate post with the Salesforce.com Service Cloud Certification exam notes, that I prepared while preparing for the exam. Best wishes for those who are planing to write the exam …

Filed Under: Salesforce.com Service Cloud Certification Tagged With: Salesforce.com certification, Service Cloud Exam

About Sunil K.

Salesforce.com Certified Sales Cloud Consultant
Salesforce.com Certified Service Cloud Consultant
Salesforce.com Certified Force.com Developer
Salesforce.com Certified Administrator

Sunil is working with DhruvSoft (Silver Cloud Consulting Partner) since 2008 with experience in multiple SFDC projects and full cycle implementations. He offers services for Salesforce.com Implementation, Deployment, Review.

Specialties Salesforce.com Business Consultant, Salesforce.com Administrator and Force.com Developer. Salesforce.com Life cycle requirements analysis, business process definitions and streamlining, process mapping best practices implementations, CRM systems migrations to Salesforce.com, project planning, project management, developing design documents, agile methodology, Salesforce.com administration/configuration and customization, APEX/Visualforce, functional test scripts, end user/executive training, administrator training.

Reader Interactions

Comments

  1. Nirmala says

    July 5, 2013 at 5:33 am

    Hi ,

    I am planning to take up Service cloud exam.
    Can you provide some link to get material on Industry Knowledge and Implementation strategies as per study guide.

    Reply
    • admin says

      July 5, 2013 at 5:58 am

      Hi Nirmala,

      Look at the links above in section “Other websites to refer” and also refer to this post of mine:

      http://www.certifiedforce.com/service-cloud-certification/prepare-for-service-cloud-consultant-certification-of-salesforce-com

      Reply

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About Author – Sunil K.

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