Passed the Salesforce.com Service Cloud Consultant Exam

I have not been working as much with the service cloud as with the sales cloud. Therefore this exam was a bit tougher for me. However, this time I passed and I actually felt pretty confident during the test.

Here are some areas on what to focus on.

Know:

• Salesforce Knowledge and Articles
• Entitlements
• Service cloud console
• Call center and contact center terms and how an agent works in a contact center
• Case management
• Data categories
• Email-to-Case and OnDemand Email-to-Case

Basics on:

• Methodologies like KCS and ITIL (check wikipedia)
• Salesforce for Twitter and Facebook
• Workforce management
• Performance. For example how is performance affected if you have many records in an org? What can you do make it better?
• Portals and Sites. Available choices. What is available where?
• Business Continuity Planning
• Visual workflow
• Salesforce data- and sharing model
• Metrics. What is important to different roles?
• CTI integration
• Different types of rules, what they do, where they are
• Web-to-Case and Web-to-Lead
• Migration tools and techniques