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Updated: Aug 11, 2026

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Salesforce Service-Cloud-Consultant Exam Overview:

Certification Vendor:Salesforce
Exam Name:Salesforce Certified Service Cloud Consultant Exam
Exam Number:Service-Cloud-Consultant
Available Languages:English, Japanese, French, German, Spanish, Portuguese (Brazil)
Exam Price:USD 200 + applicable taxes
Related Certifications:Salesforce Certified Administrator
Salesforce Certified Platform App Builder
Exam Format:Multiple-choice, Multiple-select, Scenario-based questions
Real Exam Qty:60 scored + up to 5 unscored
Certificate Validity Period:2 years
Exam Duration:105 minutes
Passing Score:78%
Recommended Training:Trailhead: Prepare for Your Service Cloud Consultant Credential
Exam Registration:Salesforce Certification Registration
Sample Questions:Salesforce Service-Cloud-Consultant Sample Questions
Exam Way:Online proctored or onsite at authorized testing centers
Pre Condition:Recommended: Salesforce Certified Administrator credential; 2–3 years of experience implementing Service Cloud solutions
Official Syllabus URL:https://trailhead.salesforce.com/credentials/servicecloudconsultant

Salesforce Service-Cloud-Consultant Exam Syllabus Topics:

TopicDetails
Topic 1
  • Contact Center Analytics: This topic involves the development of reports and dashboards in Salesforce to provide relevant information to different stakeholders, such as agents, managers, and executives.
Topic 2
  • Knowledge Management: The topic knowledge management explains the Salesforce Knowledge article lifecycle, Knowledge-Centered Support (KCS), and best practices for creating, publishing, consuming, providing feedback, and archiving knowledge. It also covers the configuration of Knowledge to deliver service support and self-service processes.
Topic 3
  • Implementation Strategies: It focuses on the successful execution of a consulting engagement, including planning, requirements gathering, design, build, test, and documentation. It also covers deployment and training strategies, as well as considerations for data migration, data quality, data governance, and managing large data volumes.
Topic 4
  • Intake and Interaction Channels: This topic addresses the recommendation of appropriate intake channels and their design based on business process requirements. It also discusses the use cases and functionality for proposed interaction channels, as well as the design considerations and best practices for configuring an interaction channel solution.
Topic 5
  • Service Cloud Solution Design: The topic delves into the analysis of customer requirements to determine appropriate solution designs for the service agent experience and the customer experience, including interaction channels. It also covers the sub-topics of data security and compliance measures.
Topic 6
  • Integrations: This topic explains the use cases and considerations for core Service Cloud integrations.
Topic 7
  • Case Management: It delves into designing case management solutions, from creation to closure, including assignment, escalation, resolution, and disposition. It also covers case deflection strategies, service entitlements, milestones, assets, business hours, SLAs, and the capabilities and use cases of Service Cloud automation.

Reference: https://trailhead.salesforce.com/credentials/servicecloudconsultant

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