The Ultimate Guide to a Career as a Salesforce Service Cloud Consultant
As businesses shift their focus towards a more digital workplace, the demand for Salesforce talent has increased and there is no better time than now to start a career in Salesforce. No two Salesforce careers are the same and understanding the differences between job roles is crucial to finding a position that best suits your interests and skills.
With over 150,000 Salesforce partners worldwide, Salesforce is the world’s largest Customer Relationship Management (CRM) platform. The entirely cloud-based platform boasts a wide range of careers with competitive salaries, the flexibility to work remotely and excellent career progression.
Whether you’re an experience Salesforce Service Cloud Consultant, Marketing Cloud Consultant or are completely new to the platform, Resource On Demand are here to connect you with your dream role with the world’s No.1 CRM platform.
What is a Salesforce Service Cloud Consultant?
A Salesforce Service Cloud Consultant specialises in implementing Service Cloud solutions for companies with a customer services department, or support division. The Service Cloud Consultant has expert knowledge of Salesforce administration, experience designing solutions using the Service Cloud functionality and can lead the implementation of these solutions within an organisation.
The Salesforce Service Cloud Consultant looks after the support, configuration, improvement and maintenance of Service Cloud. The ideal candidate will have worked in the service industry such as in call centres, customer support and helpdesks as they know what it is like to be a user of these such systems and where potential pain points can be.
What does a Salesforce Service Cloud Consultant do?
A Salesforce Service Cloud Consultant will analyse a company’s current support systems and workflows to design and employ a bespoke Service Cloud solution that will either replace, or integrate with, their current system(s). Essentially, Service Cloud revolutionises customer’s case management, knowledge, workflow automation and streamlines their customer support operations.
Day-to-day, a Salesforce Service Cloud Consultant will spend time collaborating with stakeholders, conducting training sessions with users and making sure they stay ahead of what new features are coming on Service Cloud. Their responsibilities include anticipating and mitigating risk, designing and implementing successful solutions and consistently meeting and managing customer expectations.
Why is a Salesforce Service Cloud Consultant role so interesting?
The Salesforce platform is a constantly changing environment and there are many reasons why the Salesforce Service Cloud Consultant role is interesting. Service Cloud is a crucial tool for organisations, making it a rewarding sector to work in within the Salesforce ecosystem because you are able to help users in their day-to-day lives. Among its’ many benefits, Service Cloud allows service teams increased efficiency and has a positive impact on customer retention rate.
How to land a Salesforce Service Cloud Consultant role?
When applying for the job role of a Salesforce Service Cloud Consultant, the candidate should be able to demonstrate their understanding of technical solutions involving Visualforce, Apex and web services, have experience designing integration mapping and in-depth knowledge of Salesforce administration.
Those interested in becoming a Salesforce Service Cloud Consultant should also be prepared to gain the Service Cloud Consultant certification, designed for customer facing consultants. This exam is heavily scenario based and will test your knowledge on a variety of topics from designing end-to-end service processes to Service Cloud automation.
What does progression look like for a Salesforce Service Cloud Consultant?
The career path to becoming a Salesforce Service Cloud Consultant can typically begin from working in the service industry as a call centre agent or helpdesk support member before moving into the Service Cloud Consultant role. Although this isn’t always the case, it definitely makes the transition easier as they understand what it is like to be a user of such systems as well as the lingo.
While career paths are not always linear in the Salesforce ecosystem, a Salesforce Service Cloud Consultant will often decide to specialise in a particular area and move towards a Lead Consultant role dependent on their interests and skills. These roles typically require more responsibility, and the consultant will be comfortable delivering multiple projects at a time. Experienced Service Cloud Consultants may have the opportunity to become the leader of a Service Cloud Practice at a Salesforce Partner or product owner for a big customer with a large instance of Service Cloud.
Salary Expectations for a Salesforce Service Cloud Consultant?
Depending on experience level, a Salesforce Service Cloud Consultant can command a salary around £50-60k at entry level and between £90-£100k at senior level. The Service Cloud Consultant salary may vary in line with the number of and type of Salesforce certification they have as well as their years’ experience and complexity of the specific role.