Last week I passed the Certified Service Cloud Consultant exam! I based my revision on this excellent post from Jeff Douglas. I'm obviously not as experienced as Jeff at the service cloud as I had to put a lot more time into my revision - probably around 40 hours.
I'd add the following to the list of guides/cheatsheets:
- Salesforce Entitlements Implementation Guide
- Salesforce Answers Implementation Guide
I found that the vast majority of the questions presented a scenario with a set of requirements and asked you to select this answers that would satisfy this. Its very important to read the question properly as sometimes a metric or feature is mentioned in the question but as not required or interested!
And finally, many questions were around metrics or KPIs - what to measure and report on.
Please don't ask for or post any exam questions/answers, as this is contravenes the test taker agreement that we all sign up to at the beginning of the exam and devalues the certification.
