Let’s go back to basics. What is Business Excellence? Business Excellence is achieved when an organization has implemented the self-sustaining capabilities - people, process, and technology - to continuously deliver market-leading experiences to maximize customer value.
Partner Learning Camp (PLC) is excited to introduce the new Service Business Excellence curriculum and Accredited Professional (AP) credential for partners. The Service Business Excellence curriculum is designed to guide Salesforce consultants, who are working with a service organization at a prospective or existing customer, to deliver strategic customer engagements.
Let’s check to see if the curriculum and credential are right for you.
Who's it for?
Consultants who want to demonstrate their skills and experience through discovery, assessment, recommendation, and execution of the delivering business value for customers are a great fit.
Candidates who sit in job roles like Service Consultant, Business Consultant, Business Analysts, Solution Architect, or Customer Success Manager will benefit from the curriculum and credential. As we know, job titles and functions can vary. So if your job title isn’t included, don’t worry! Subject matter experts have identified common job responsibilities for strong candidates. If you are responsible for any of the following duties, this credential could be for you. Common responsibilities include:
- Deeply understanding the customer’s business and industry
- Communicating with stakeholders to align on business goals
- Providing recommendations based on the customer’s needs
- Co-creating a roadmap and execution strategy
- Translating client feedback into business requirements
- Organizing and managing overall projects
Next, let’s review what you’ll be tested on.
What's the exam like?
The format of the exam is 50 multiple choice questions. While there are no prerequisites to take the exam, it’s strongly recommended that you complete the new Service Excellence curriculum in PLC before scheduling your exam. The exam has four key sections:
- Customer Relationships: First, candidates will be be tested to show they can develop a point of view around service processes and understand the customers’ operational landscape and structure. Candidates will validate they can develop a framework for a successful customer engagement.
- Discovery: Explore the customer’s priorities to develop the right assessment approach including the appropriate domain, capabilities, and stakeholders to target.
- Assess and Recommend: Next, leveraging a use-case scenario, assess the customer’s current and goal state capabilities by engaging with the customer’s business and technology stakeholders. Followed by taking actionable tasks based on critical capability gaps leveraging Salesforce’s people and process best practices.
- Execute: Lastly, you be tested on building a co-created roadmap and then executing the recommendations and realize incremental value.
Prepare for the credential in PLC
To get ready for the Business Service Excellence AP credential, follow these steps:
- Enroll in the curriculum
- Review the exam guide
- Once you’re ready, schedule your exam!
If you complete the curriculum in PLC by Friday, May 11, you’ll receive a free exam voucher. Your free voucher will be issued by May 19 and sent to the email associated with your PLC account.
Business Service Excellence Resources
To access some of the below resources, you must be logged in to Partner Community. To request access to the Partner Community, partners can follow this link and click "join now."
- Service Excellence curriculum in PLC
- Service Business Excellence AP credential
- Service Business Excellence exam guide
- Business Excellence Pocket Guide
- Service Excellence Pocket Guide
- Partner Learning Camp collaboration group
