Salesforce Service Cloud Consultant

The Salesforce Certified Service Cloud Consultant credential validates the ability to design, implement, and deploy Service Cloud solutions that meet customer business requirements. Candidates demonstrate expertise in case management, knowledge, entitlements, Omni-Channel, and automation for customer service operations.

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What is the SVC Course?

Who Should Take This Course?

Salesforce Consultants specialising in customer service implementations
Service Cloud Architects designing support workflows
Business Analysts mapping service processes to Salesforce features
Senior Admins expanding into consulting roles
IT professionals implementing contact centre solutions
Project managers overseeing Salesforce service deployments

What You Will Learn in the SVC Course

A comprehensive curriculum covering all exam objectives with hands-on labs and real-world practice.

Industry Knowledge

Contact centre metrics and KPIs
Service management frameworks
Customer success strategies
Industry best practices

Implementation Strategies

Project discovery and requirements gathering
Solution design and architecture
Data migration strategies
Change management and training

Case Management

Case creation and escalation rules
Assignment rules and queues
Case teams and sharing
Email-to-Case and Web-to-Case
Case milestones

Knowledge Management

Salesforce Knowledge setup
Article types and data categories
Knowledge lifecycle
Lightning Knowledge configuration

Entitlements and SLAs

Entitlement processes
Milestones configuration
SLA tracking and alerts
Entitlement contacts and accounts

Omni-Channel and Routing

Omni-Channel setup and configuration
Presence statuses and work items
Routing configurations
Supervisor panel
Einstein Bots integration

Analytics and Reporting

Service Cloud reports and dashboards
Service Console customisation
Einstein Analytics for Service
Performance metrics and reporting

Course Prerequisites

Pre-requisites training is free when you purchase the course from ProSupport

Active Salesforce Certified Administrator credential
Minimum 2 years of Salesforce implementation experience
Experience designing Service Cloud solutions
Familiarity with contact centre operations and customer service processes

Exam Information

Everything you need to know about the SVC certification exam.

Exam Component	Details
Exam Name	Salesforce Certified Service Cloud Consultant
Exam Code	SVC
Exam Type	Multiple Choice
Total Questions	60
Passing Score	67%
Exam Duration	105 minutes
Language	English, Japanese
Exam Provider	Salesforce / Webassessor
Exam Focus	Service Cloud solution design, implementation, and optimisation
Exam Registration	Trailhead / Webassessor
Retake Policy	1-day waiting period; $100 retake fee
Certification Validity	1 year (annual maintenance required)