Salesforce Certified Service Cloud Consultant

Intermediate

Validates the ability to design and implement Service Cloud solutions that support scalable, efficient customer support operations.

65%

Passing score

105 min

Exam duration

Exam questions

35h

Study estimate

Topic Exams

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Topics covered

Service Cloud Solution Design & Case Management

38%

Contact Center Solution Design

Case management, entitlements, and Omni-Channel routing.

77Q

Intake and Interaction Channels

15%

Interaction Channels

Email-to-case, chat, and self-service portals.

31Q

Implementation Strategies

14%

Implementation Strategies

Discovery and solution scoping for support organizations.

29Q

Industry Knowledge

12%

Industry Knowledge

Contact center models and customer service industry trends.

25Q

Knowledge Management

Salesforce Knowledge structure and article lifecycle.

16Q

Contact Center Analytics

Analytics

Service reports, dashboards, and SLA tracking.

16Q

Integrations

Automation & Integration

Case automation, macros, and third-party integration.

11Q