The Salesforce Certified Service Cloud Consultant program is designed for consultants who have experience implementing Salesforce Service Cloud solutions in a customer-facing role. The intended audience has proven experience with the administration and configuration of a Salesforce application, as demonstrated through successful completion of the Salesforce Certified Administrator exam. The Salesforce Certified Service Cloud Consultant is able to successfully design and implement Service Cloud solutions that meet customer business requirements, are maintainable and scalable, and contribute to long-term customer success. A Salesforce Certified Service Cloud Consultant designs and deploys solutions that support customer business processes and requirements using Salesforce applications. The consultant has experience designing solutions using the Service Cloud functionality and can lead the implementation of these solutions within a customer organization. The consultant has both contact center industry experience and expertise in Salesforce applications including the knowledge needed to implement multiple applications in common customer scenarios. Salesforce Certified Service Cloud Consultants are interested in demonstrating their expertise as cloud computing implementation consultants with a specialty in the contact center domain. The Salesforce Certified Consultant has 2 to 5 years of experience as a senior business analyst and has developed the skills outlined below: Experience managing implementation projectsStrong analytical and problem-solving skillsDeep knowledge of Salesforce product linesSolid understanding of internet technologies and cloud computingSolid understanding of data management and database conceptsFamiliarity with the software development lifecycleAbility to: Design and implement successful solutionsAnticipate and mitigate riskMeet and manage customer expectationsIncrease customer confidenceConsistently deliver effective business solutionsManage solution delivery and any issues that ariseBuild solutions that are scalable and maintainableSet up change management practices to ensure long-term solution successTroubleshoot and resolve issuesPrioritize and escalate customer issues
