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Salesforce, Inc. (Salesforce Certification Program)

Salesforce Certified Agentforce Service Consultant

The Salesforce Certified Agentforce Service Consultant exam (Service-Con-201) is an intermediate credential for people who have implemented customer support platforms on Agentforce Service (formerly Service Cloud). It tests case management design from creation through closure, knowledge management and KCS, the design of intake channels such as Omni-Channel and bots, entitlements and SLAs, and contact centre analytics. The outline is split across eight sections with fairly flat weightings, the largest being Agentforce Service Solution Design at 15% and the smallest Integrations at 10%. The exam is 60 multiple-choice and multiple-select questions in 105 minutes, with a passing score of 78%, and questions follow the Summer '25 product release. Holding the Salesforce Certified Platform Administrator credential is a required prerequisite for registration. The credential was renamed from Salesforce Certified Service Cloud Consultant on July 24, 2026, with no change to the exam code, the exam content or the maintenance requirements.

Official page

Who takes it

  • Consultants who deliver Salesforce implementations for call centres and customer support operations
  • In-house administrators running Service Cloud / Agentforce Service for their own organisation's support team
  • Support planning staff responsible for designing case management, Omni-Channel routing and chatbots
  • People who already hold the Salesforce Certified Platform Administrator credential and want to move into the service domain
  • People aiming at the Agentforce Field Service and Operations Consultant credential, who need this one to satisfy its prerequisite

What it lets you do

  • The exam is broken into eight sections, so it lets you check your support platform design knowledge systematically across case management, knowledge management, channel design, analytics and integration
  • The official exam guide for Salesforce Certified Agentforce Field Service and Operations Consultant names this credential as a prerequisite, making it a required step towards the field service domain
  • Deciding how to build AI agents (Agentforce) into customer service processes, and the configuration process for agentic service features, are explicitly part of the exam outline
  • Third parties can verify the credential on your Trailblazer profile, and it feeds automatically into a partner firm's Navigator score (stated in the official FAQ)

The exam

As published by Salesforce, Inc. (Salesforce Certification Program). Anything we could not confirm is left out. Check the official page before you apply.

Questions
60 multiple-choice / multiple-select questions (up to 5 additional unscored questions may be included for quality data collection)
Time
105 minutes
Pass mark
78%
Fee
JPY 30,000 (excluding tax) / USD 200 (excluding tax). Retake fee: JPY 15,000 (excluding tax) / USD 100 (excluding tax)
Format
Multiple choice / multiple select. Taken at a test centre or online with a proctor. No printed or online reference material may be used during the exam. Questions are based on the Summer '25 product release
Languages
English, Japanese, French, Spanish
When it runs
No fixed exam dates are published. Candidates book an individual appointment at a test centre or an online proctored session; no number of sittings per year is published
Validity and renewal
Maintaining the credential requires completing the maintenance badge released once a year on Trailhead. The credential expires if the maintenance requirement is not met by the deadline

How hard it is

The passing score is 78%. The pass rate is not published by the exam body (Salesforce does not release pass rates for its certification exams). Holding the Salesforce Certified Platform Administrator credential is a mandatory prerequisite for registration. The official exam guide describes the expected candidate as generally having two to five years of practical experience. Trailhead Academy lists the level as Intermediate.

How long people study

Not published by the exam body. Salesforce does not publish an expected number of study hours. What the official exam guide gives instead is a guideline for practical experience rather than study time: candidates generally have two to five years of experience and the required knowledge, skills and abilities.

Syllabus

  • Industry Knowledge12%
  • Implementation Strategies12%
  • Agentforce Service Solution Design15%
  • Knowledge Management12%
  • Intake and Interaction Channels13%
  • Case Management13%
  • Contact Center Analytics13%
  • Integrations10%

Our apps and books for this exam

  • Nintei Service Cloud Consultant Shiken Taisaku

    Japanese only

    Salesforce Certified Service Cloud Consultant exam preparation

    This app's interface and questions are in Japanese.

    Download on the App Store

  • SFDC Service Cloud Consultant

    Download on the App StoreGet it on Google Play

Questions people ask

Does the Service Cloud Consultant certification still exist?
Only the name changed. According to the official Certification Name Changes FAQ, it became Salesforce Certified Agentforce Service Consultant on July 24, 2026. The exam code is still Service-Con-201, and the exam content and maintenance requirements are unchanged. Anyone who already holds it does not need to retake the exam.
Is a passing score of 78% high compared with other Salesforce certifications?
Passing scores differ from exam to exam, even within the consultant track: Agentforce Sales Consultant is 73%, Data 360 Consultant is 70%, and Agentforce Field Service and Operations Consultant is 63%. At 78%, this exam is set higher than all of them (each figure comes from the respective official exam guide).
The outline has eight sections. Where should I start?
The weightings are quite flat: the largest section, Agentforce Service Solution Design, is 15%, and the smallest, Integrations, is 10%. The exam is not built to reward betting on one area, so you need to cover all eight sections evenly.
Is this credential a prerequisite for anything else?
Yes. The official exam guide for Salesforce Certified Agentforce Field Service and Operations Consultant states that its prerequisite is holding both the Salesforce Certified Platform Administrator credential and the Salesforce Certified Agentforce Service Consultant credential.
Is the pass rate published?
No. Salesforce does not release pass rates for its certification exams. The only figure that can be confirmed officially is the 78% passing score.

Sources

These are the pages the figures came from. Some are published in Japanese only, and are marked as such — we keep the original titles rather than translating them, so you can match what you find on the official site. Exam rules change; check the official page before you apply.

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