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
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 …
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.
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