How I Got The Salesforce Certified Service Cloud Consultant Certification

Last week I passed the Salesforce Service Cloud Consultant (WI21) exam. With this, I got qualified for the Salesforce Certified Service Cloud Consultant certification. It is the right certification for me to pursue my independent career in Salesforce consultancy. In the following paragraphs, I will describe my experience as well as an overview of the exam and the certification.

Presently I am working as a Salesforce Cloud Administrator in a large pharmaceutical industry. I have more than 10 years of hands-on experience with Salesforce in different roles. I am a Salesforce Certified Advanced Administrator. This is my second job. My previous job was also related to the Salesforce platform. My present job helped me a lot in polishing my skills because of the diversified experience with different Salesforce solutions. After 10 years of working, I have decided to start a career of my own as an independent consultant. I have already intimated my employer about that and I will be released from the job by the end of next month.

It was last year when I decided that it is going to be the last year of my job and I have to start a business of my own.  That’s why I decided to pursue for the role of a consultant instead of an administrator.

I selected Salesforce Certified Service Cloud Consultant as I find it a desirable niche to excel in.

After deciding to go for the  Salesforce Certified Service Cloud Consultant certification I started the preparation for the same. For the training material, I selected I have an amazing experience with for my previous certification exams. I found the course contents at to be authentic and updated. For the Salesforce Certified Service Cloud Consultant exam, I took the PDF and Testing Engine package from The braindumps by were very accurate and useful. With a casual pace, I was able, to sum up, the preparation in one and a half months. Then I took the exam and passed it by securing 89% marks. I am a proud Salesforce Certified Service Cloud Consultant now, anxiously waiting to begin my new career in Salesforce Consultancy.

Following is an overview of the Salesforce Certified Service Cloud Consultant certification and the corresponding exam.

About the Salesforce Service Cloud Consultant Credential

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.

Audience Description: Salesforce Service Cloud Consultant

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 projects
  • Strong analytical and problem-solving skills
  • Deep knowledge of Salesforce product lines
  • Solid understanding of internet technologies and cloud computing
  • Solid understanding of data management and database concepts
  • Familiarity with the software development lifecycle
  • Ability to:
    • Design and implement successful solutions
    • Anticipate and mitigate risk
    • Meet and manage customer expectations
    • Increase customer confidence
    • Consistently deliver effective business solutions
    • Manage solution delivery and any issues that arise
    • Build solutions that are scalable and maintainable
    • Set up change management practices to ensure long-term solution success
    • Troubleshoot and resolve issues
    • Prioritize and escalate customer issues


About the Exam –    Salesforce Service Cloud Consultant (WI21) 

Content:                           60 multiple-choice/multiple-select questions and 5 non-scored questions

Time allotted:                  105 minutes

Passing score:                  67%

Registration fee:             USD 200, plus applicable taxes as required per local law

Retake fee:                      USD 100, plus applicable taxes as required per local law

Delivery options:            Proctored exam delivered onsite at a testing center or in an online proctored environment.

References:                     No hard-copy or online materials may be referenced during the exam.

Prerequisite:                   Salesforce Administrator credential

Please note: When evaluating questions and answers, please consider all currently available features including those available in either Lightning Experience or Salesforce Classic.

Exam Outline – Salesforce Service Cloud Consultant (WI21)

The Salesforce Service Cloud Consultant exam measures a candidate’s knowledge and skills related to the following objectives. A candidate should have hands-on experience implementing Service Cloud solutions and have demonstrated the application of each of the features/functions below.

  • Industry Knowledge: 10%
  • Implementation Strategies: 15%
  • Service Cloud Solution Design: 16%
  • Knowledge Management: 9%
  • Interaction Channels: 10%
  • Case Management: 15%
  • Contact Center Analytics: 5%
  • Integration and Data Management: 5%
  • Service Console: 15%


A modern business is incomplete without effective CRM. CRM spendings constitute a major part of the business expenditure. Billions of dollars are annually spent on CRM. CRM is one of the fastest-growing sectors in the software industry. It is the single largest segment of the global software market. Salesforce is the world leader in CRM solutions.  It is ranked to be number one with a significant margin from the rest. This generates a huge demand for professionals to work with the Salesforce platform. Salesforce certifications are among the most sought professional credentials in the world. Salesforce Certified Service Cloud Consultant is a great certification for an upper-level career in the Salesforce domain. By earning this single exam certification Salesforce Administrators can give their career a great boost.

Related Articles

Back to top button