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Salesforce Certified Agentforce Service Consultant Exam — Information & Free Practice

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Salesforce Certified Agentforce Service Consultant Exam

Provider
Salesforce; delivery through Pearson VUE / Pearson OnVUE
Format
Proctored multiple-choice/multiple-select examination, onsite or online; closed book.
Exam questions
Total questions: 60–65; Scored questions: 60; Unscored questions: 0–5; The total includes the scored and unscored questions.
Time limit
105 minutes
Passing score
English version: 78%
Exam fee
US$200 plus applicable local taxes; retake US$100 plus applicable local taxes.
Examination outline
  • Industry Knowledge (12%)
    • Contact Center metrics and KPIs
    • Risks, benefits and business challenges of client outcomes
  • Implementation Strategies (12%)
    • Successful consulting engagement
    • Deployment and training strategies
    • Data migration, quality, governance and large data volumes
  • Agentforce Service Solution Design (15%)
    • Service agent experience: capabilities, limitations and trade-offs
    • Customer experience: capabilities, limitations and design trade-offs
    • Data security and compliance design
  • Knowledge Management (12%)
    • Article lifecycle, KCS and Knowledge Management configuration
    • Knowledge configuration for service support and self-service
  • Intake and Interaction Channels (13%)
    • Intake channel approach and design
    • Interaction channel use cases and functionality
    • Interaction channel design considerations and configuration practices
    • Appropriate uses of AI agents in customer service
    • Agentic service capabilities, use cases and configuration
  • Case Management (13%)
    • Case management from creation to closure
    • Case deflection in Experience Cloud sites, Agentforce and Knowledge
    • Entitlements, milestones, assets, business hours and SLAs
    • Agentforce Service automation use cases and capabilities
  • Contact Center Analytics (13%)
    • Reports and dashboards for stakeholders
  • Integrations (10%)
    • Core integrations, third-party solutions and external data connections
Examination sources

Related license preparation

This examination may be required or accepted as an alternative, depending on the license and application pathway.