Prerequisite: Salesforce Administrator
Administrator is a prerequisite for Service Cloud Consultant. This trailmix only consists of topics above and beyond the Admin trailmix.
Service Cloud Consultant Exam Overview
Exam Guide, Scheduling your Exam, Recommended Courses, and Quick Facts.
Industry Knowledge
Exam Weight 12%
Service Cloud Agent Productivity
Help your agents work faster and more efficiently in the Service Console.
Entitlement Management for Lightning Experience
Use entitlements to ensure your customers receive top-notch service.
Implementation Strategies
Exam Weight 14%
Salesforce Business Analyst: Quick Look
Learn what Salesforce business analysts do and the skills they need to succeed.
Best Practices for Project Management
Learn from Walden University how to manage scope, schedule, and risk in your projects.
Salesforce Agile Basics
Discover how Salesforce became agile and revolutionized product development.
Scrum and Kanban at Salesforce
Discover two workflows that Salesforce teams use for agile development.
Salesforce Release Readiness Strategies
Learn how Salesforce releases new features and how your company can make the most of them.
Advanced Salesforce Release Readiness Strategies
Learn how to leverage new Salesforce features across your organization.
Call Center Integration for Lightning Experience
Take customer calls by integrating your phone channel and service console.
Service Cloud Solution Design
Exam Weight 20%
Salesforce Flow for Service
Simplify onboarding and guide your agents to resolve cases quickly and consistently.
Knowledge Management
Exam Weight 8%
Lightning Knowledge Migration
Unlock the full power of Knowledge by migrating to Lightning Knowledge.
Knowledge-Centered Service with Service Cloud
Handle customer requests using the Knowledge-Centered Service methodology.
Build an Experience Cloud Site with Knowledge and Chat
Use the Customer Service template to create a site with chat snap-ins and knowledge.
Intake and Interaction Channels
Exam Weight 15%
Omni-Channel Routing and Digital Engagement
Prepare your contact center for the multi-channel world.
Omni-Channel for Lightning Experience
Route work to the right agent for the job and get a complete view of your contact center.
Case Management
Exam Weight 18%
Set Up Case Escalation and Entitlements
Create processes to help support teams become more efficient.
Contact Center Analytics
Exam Weight 8%
Integrations
Exam Weight 5%
AppExchange Solutions
Find solutions for your business and learn how to install them in your org.
Customer Service Incident Management Basics
Track and resolve widespread service disruptions quickly.
Additional Preparation
Additional resources to help prepare you for certification.
Prepare for your Service Cloud Consultant Certification Exam (CRT261)
(Optional) Instructors will present different scenarios tied to the exam objectives to help prepare you for your exam.
