Design the service experience
Weigh capabilities and trade-offs to shape the support agent’s workspace and the customer’s journey, with data kept secure.
Partners and press
Overview
A service desk is a set of promises. This exam asks if your design can keep them.
This Consultant exam is for people who implement Agentforce Service, and Salesforce expects two to five years of that. It tests knowledge, channels, case management, entitlements and SLAs, contact center reporting and integrations. Platform Administrator is required first, and the exam is 60 questions in 105 minutes against the Summer ’25 guide.
14Modules
60Questions
105Minutes
8Roles
What it tests
Learn all the way down.
Learn all the way down.
Perform when it matters.
Knowledge that gets used
Run articles through their lifecycle and configure knowledge for agent-assisted and self-service support.
Channels and cases
Choose intake channels, place AI agents in the process, and design case handling from creation to closure.
Reporting that answers
Build reports and dashboards that give each stakeholder the contact center metrics they act on.
Course outline
From the first case opened
From the first case opened
to a service operation that holds.
We design this course ourselves. Salesforce runs the exam and issues the credential, and LUNARTECH is independent of Salesforce.
Every service project is judged by numbers the client already tracks. You learn the core contact center measures, what drives each one, and how to weigh the benefit and risk of a client’s desired outcome before promising it.
- First contact resolution, handle time and backlog
- Customer satisfaction and effort scores
- Service level attainment and abandonment
- What drives each metric up or down
- Weighing the benefit and risk of a target
- Setting a baseline before the project
You build A KPI baseline and target sheet, with the risk behind each target.
A service design begins with listening to agents, supervisors and customers. You run discovery sessions, map the support journey, and turn what you hear into requirements the platform can meet.
- Discovery with agents, supervisors and customers
- Mapping the support journey
- Writing requirements and priorities
- Comparing needs to Agentforce Service capabilities
- Spotting risks early
- Presenting findings and recommendations
You build A discovery report with a journey map and prioritized requirements.
Agents work faster in a workspace built around the case. You configure a console experience with the right components, utilities and layouts, and weigh capability against complexity for the support team.
- Service Console and app navigation
- Case page layout and highlights
- Utility bar: history, notes and softphone
- Macros and quick text for repeated replies
- Email composer and templates
- Choosing between capability and complexity
You build A service console design for one support team, with layouts and utilities.
Customers judge service by how easy it is to get help. You design the help site, case submission and status views, and consistent handoffs between self-service, bots and people.
- Help center design with Experience Cloud
- Case submission and status for customers
- Authenticated and guest access
- Consistent handoff between channels
- Surveys and customer feedback
You build A customer help experience blueprint with its self-service paths.
Support teams handle personal data every day. You apply sharing, field security and encryption to meet a client’s compliance needs, and set rules for what agents and AI agents may see.
- Sharing cases with roles, queues and teams
- Object and field permissions for support roles
- Protecting sensitive fields
- Encrypting and masking sensitive data
- Consent and retention requirements
- Limiting what an AI agent can access
You build A security model for a support org that handles personal data.
Knowledge turns solved cases into reusable answers. You follow an article from draft to retirement, apply Knowledge-Centered Service principles, and configure knowledge so it serves both agents and self-service customers.
- Article lifecycle: draft, review, publish, archive
- KCS principles: capture, structure, reuse, improve
- Article types and data categories
- Approval and review roles
- Attaching and suggesting articles on cases
- Publishing articles to the help site
- Feedback, versions and translations
- Using knowledge to ground AI agents
You build A knowledge process with roles, article types and a review workflow.
Customers reach out in many ways, and each channel has trade-offs. You compare email, web form, chat, messaging and phone, and decide how requests arrive and which channels suit which customers.
- Email-to-Case and Web-to-Case
- Messaging and chat channels
- Voice and telephony
- Routing with Omni-Channel and queues
- Skills-based routing
- Matching channel to customer and issue
You build A channel strategy with intake and routing rules for each channel.
AI agents can resolve some requests and prepare others for people. You decide which requests to automate, how an agent hands off with context, and what risks to control before customers meet it.
- Choosing requests an agent can resolve
- Designing the handoff from agent to human
- Passing context and case data on handoff
- Measuring containment and resolution
- Risks: wrong answers and tone
- Agentic service in the channel mix
You build A service flow that shows where an AI agent handles, assists and hands off.
The case is the unit of service work. You design its fields, statuses, assignment and escalation, and the automation that moves it from creation through resolution to closure.
- Case record types, fields and statuses
- Assignment and escalation rules
- Auto-response and email templates
- Case teams and collaboration
- Merging cases and handling child cases
- Closing and reopening cases
- Case automation with Flow
You build A case lifecycle design from creation to closure, with its automation.
Service promises are written as entitlements and measured as milestones. You model business hours and holidays, entitlement processes and milestones, and use deflection to keep simple questions out of the queue.
- Deflection and self-service resolution
- Business hours, holidays and time zones
- Entitlements and service contracts
- Entitlement processes and milestones
- Milestone actions and violations
- Reporting on SLA performance
You build An SLA design with entitlement process, milestones and business hours.
Each stakeholder asks a different question of the data. You build reports and dashboards for agents, supervisors and executives, choosing the measures and filters that answer each one.
- Case and knowledge report types
- Reports on backlog, age and resolution
- Omni-Channel and agent productivity reporting
- Dashboards for agents, supervisors and executives
- Reporting on AI agent performance
- Choosing the right measure for a scenario
You build Three dashboards for agents, supervisors and executives.
Service rarely lives in one system. You weigh the use cases and trade-offs of connecting telephony, order and billing systems and external data, and choose between copying, referencing and calling data live.
- Common service integration use cases
- Telephony and CTI
- External data with External Objects
- Order, billing and asset systems
- APIs and middleware
- Volume, latency and security considerations
You build An integration map for a service solution, with the data each link carries.
A design only helps once it is live. You plan deployment waves, training for agents and supervisors, migration of cases and knowledge, and the governance that keeps the solution healthy after launch.
- Deployment strategy and phasing
- Training agents and supervisors
- Migrating cases, contacts and articles
- Data quality before and after load
- Governance for configuration change
- Hypercare and adoption tracking
You build A rollout plan with a training and migration approach.
Take a support scenario and design the whole solution: workspace, knowledge, channels, AI agents, cases, SLAs, reporting and rollout. You present it and defend each trade-off as you would to a client.
- Reading the support scenario
- Designing channels, cases and knowledge
- Placing AI agents and handoffs
- Planning reporting, security and rollout
- Presenting and defending the design
You build A complete Agentforce Service solution design for one client.
Issued by
Certifying body · Independent of LUNARTECH
Salesforce
Agentforce, Data 360, MuleSoft, Tableau, Slack and the platform underneath them. Salesforce plans to retire 24 certifications on 1 February 2027. Check its current list before you start one.
How you get there
Top-tier roles go to people who can do the work.
Top-tier roles go to people who can do the work.
Here’s how you get there.
Know where you start.
Salesforce expects about two to five years implementing Agentforce Service solutions, and requires the Platform Administrator certification first.
Work through the course.
Fourteen modules, designed by LUNARTECH, at your own pace.
Sit it with Salesforce.
Salesforce runs the exam and issues the credential, so you register and book directly with them.
Support
Support at every stage.
Support at every stage.
You won’t be working through this alone.
Before you start
Try it first.
A 3-day free trial opens a selection of the content. Your card is only charged once it ends.
While you learn
Mentors within reach.
Stuck on a concept? Reach out to a mentor whenever you need help.
While you learn
One-on-one sessions.
On the yearly plan, one-on-one sessions give you dedicated support.
Any time
A team behind you.
Write to info@lunartech.ai at any point, from your trial onwards. If your employer is funding you, we’ll set it up with them directly.
All the way through
A schedule that fits around your life.
Your own paceFrom anywhereAt any hour
After the last lesson
Stay in the network.
Your alumni network stays with you: ongoing support, opportunities and industry insight.
Career support
Career support, past the last lesson. Coaching, a sharper resume, real interview preparation and the people to know.
Career direction
Tailored coaching helps you decide where to aim and how to get there.
Strong portfolio
Hands-on projects become work you can show, not just claim.
Resume and profile
Personalized refinement, so what you send says what you can actually do.
Interview preparation
Preparation for the questions that decide it, so you walk in ready.
Network and search
Connections with industry leaders, and an alumni network that stays with you.
Reviews
Real stories from the community.
LUNARTECH Academy has been the most empowering learning experience of my life, giving me a clear, structured path from the absolute basics to building real-world AI systems with confidence.
Your page is fantastic. As a bachelor’s student in Data Science now accepted for a master’s at UConn, your work has been a real source of motivation.
The programme’s clear, bite-sized content and practical projects dramatically improved my speed from fuzzy idea to MVP and my ability to communicate AI value. I followed the system, and it works.
I really appreciate your teaching style and the way you break down complex topics. It has been incredibly helpful.
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As a Data Science graduate, I want to thank you for the effort you put into making videos to support growing data scientists.
I’ve been following your work since taking your machine learning course, and I’m impressed by your practical approach to applying AI.
Why choose us
Built around how you actually learn.
One standard behind every course, from the first lesson to long after the last.
Hands-on practice
Apply every idea to real problems, so it becomes something you have used, not only seen.
Industry-aligned curriculum
We keep courses current with the tools, techniques and skills the field asks for.
Flexible learning
Study at your own pace, from anywhere, at any hour.
Certificate of completion
Finish the course and earn a certificate that shows what you have learned.
Focus on your success
Personalized learning plans and support structures carry you through the hard parts.
Lifetime alumni network
Stay connected after you finish, with ongoing support, opportunities and industry insight.
Your certificate
It doesn’t raise its voice. Neither will you.
Finish a LUNARTECH course and its certificate is issued in your name, under our signature. Salesforce’s credential comes from Salesforce, when you pass its exam.
Certificate of completion
Your Name
Agentforce Service Consultant course
LUNARTECH RISE Academy
Pricing
This course comes with the membership.
This course comes with the membership.
So does everything else.
One membership opens every course, certification, workshop and masterclass in the Academy. Every plan starts with a 3-day free trial. You register and book the exam directly with Salesforce.
3 days free, then $29.97 a month. Your card is only charged once the trial ends.
Included in every plan
- Every course in the Academy
- Every certification course
- Workshops and masterclasses
- A certificate of completion
- A 3-day free trial
- Learning at your own pace
- The lifetime alumni network
- Upgrades at any time
In practice
Eight roles.
Eight roles.
One credential across them all.
No single job owns it. Here’s where each role leans hardest, and where its work ends up.
- 01Industry
- 02Implementation
- 03Solution design
- 04Knowledge
- 05Channels
- 06Cases
- 07Analytics
- 08Integrations
-
Customers hire consultants to trade speed for control. Solution design is where that trade gets made.
Implementation, Solution design, Integrations
Salesforce partners, Customer support teams
-
SLAs turn a promise into a clock. Case design and analytics decide if you meet it.
Industry, Cases, Analytics
Contact centers, Customer support teams
-
An article nobody finds does not deflect a case. Lifecycle and channel choices fix that.
Knowledge, Channels
Self-service portals, Customer support teams
-
AI agents and humans need a clean handoff. Channels and integrations carry it.
Solution design, Channels, Integrations
Contact centers, Salesforce partners
-
Support processes become cases, queues and rules. Design starts from how agents really work.
Implementation, Solution design
Contact centers, Customer support teams
-
Case flow and SLAs set how long customers wait. Reporting shows where the queue breaks.
Cases, Analytics
Customer support teams, Contact centers
-
Queues, routing and channels need steady upkeep. Entitlements keep service promises honest.
Channels, Cases
Contact centers, Customer support teams
-
Agents answer from articles and case history. Channel and data design limit what they can say.
Knowledge, Channels
Self-service portals, Customer support teams
- Contact centers
- Customer support teams
- Self-service portals
- Salesforce partners
Salesforce Consultant
Customers hire consultants to trade speed for control. Solution design is where that trade gets made.
Over 10,000 students trust LUNARTECH
LUNARTECH gives you the skills
to learn, build, create and lead.
Engineers
Understand systems all the way down. Build the ones others rely on.
Scientists
Understand what the data says. Build models that hold up.
Researchers
Understand the papers. Build on them, and take the work further.
The field
Anyone can use AI.
Anyone can use AI.
Few can engineer it. This is where that starts.
+340%growth in open roles requiring AI skills
Roles and pay
~35,000 open roles right now
Open roles: Built In, Greenhouse, LinkedIn.
Typical salaries: Glassdoor, Levels.fyi, Payscale, Indeed, Ravio, JobRise, U.S. BLS. Military: 2026 U.S. basic pay, drone officers with aviation incentive pay.
Updated November 2026.
FAQ
Frequently asked questions.
Need help? These answers cover most of what people ask before they start.
No. Salesforce issues it. LUNARTECH is independent of Salesforce, and its names and marks belong to it. When you finish a course of ours, you earn a LUNARTECH certificate of completion for that course.
No. We design this course ourselves, around what the exam covers. Salesforce has no part in it, and you still register and book the exam directly with Salesforce.
60 questions, 105 minutes, test center or online, in English, French, Japanese, Spanish. The passing score is 78%.
Salesforce expects about two to five years implementing Agentforce Service solutions, and requires the Platform Administrator certification first.
We last reviewed it on 5 November 2026, from Salesforce’s own pages. Details change, so check the official page before you book.
Our 3-day free trial gives you access to a selection of content in the bootcamps, courses and materials, so you can experience the value of our content first-hand. This includes comprehensive learning materials and interactive sessions. You won’t be charged during this period, though we require your credit card details at the start to ensure a seamless transition should you choose to continue.
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The course
Build the skills behind Agentforce Service Consultant.
Prove you can design a service desk where agents and people share the work. Start with a free trial, or enroll in a plan and work through the course at your own pace. Salesforce runs the exam and issues the credential.
LUNARTECH is independent of the vendors and certifying bodies listed here. Their names, exam titles and marks belong to them, exams are run by them, and credentials are issued by them. Reviewed 5 November 2026. Catalogues change often, so confirm the details on the official page before you book.
