⚡ What’s New for Energy & Utilities Cloud in Winter ’26?
More scenarios around service accounts, premises, and complex household or commercial relationships – especially for omnichannel customer service flows.
Stronger focus on how outage management, planned work, and mobile crews are represented in Energy & Utilities Cloud and integrated with Field Service.
More content around energy efficiency programs, incentives, and using analytics to track participation, savings, and regulatory reporting.
Energy and Utilities Cloud Accredited Professional Exam Guide
Design Industry-Specific Experiences for Utilities, Energy Retailers & Grid Operators
The Energy and Utilities Cloud Accredited Professional credential validates your ability to design and implement solutions for electric, gas, water and energy retailers on Salesforce. You’ll be tested on account and premise structures, programs, service processes, outages, and key integrations with back-office systems.
📊 Exam at a Glance
Exam Domains & Weightage (High-Level View)
1. Industry & Solution Discovery
~18–22%This domain focuses on how you understand the utility’s business model and map it to Salesforce capabilities before configuring Energy & Utilities Cloud.
- Identifying whether the customer is a regulated utility, energy retailer, or both.
- Understanding CIS, MDMS, outage, and work management landscapes.
- Clarifying business goals: CX improvement, regulatory compliance, collections reduction, etc.
- Documenting current-state customer service, field operations, and program processes.
- Aligning key stakeholders (customer service, operations, IT, regulatory, marketing).
Tip: Many questions test if you recognize when a requirement is core Salesforce vs. industry-specific and better served by Energy & Utilities Cloud objects and processes.
2. Data Model: Accounts, Premises & Services
~22–26%Here the exam evaluates your understanding of the Energy & Utilities Cloud data model and how to represent complex customer and service structures.
- Service accounts vs. billing accounts vs. contacts and households.
- Premises, service points, service locations, and how they relate to accounts.
- Representing multi-dwelling units, commercial sites, and landlord/tenant scenarios.
- Tracking products/services (electricity, gas, water) and rate plans at the right level.
- Best practices for data quality, deduplication, and alignment with CIS master data.
Tip: The “right” design usually avoids overloading standard objects and leverages industry-specific entities to keep relationships clear and scalable.
3. Customer Service, Case Management & Programs
~20–25%This domain covers customer service flows, program enrollment, and how agents and customers interact across channels.
- Configuring account, premise, and service context for agents in the console.
- Case management patterns for billing disputes, service requests, and complaints.
- Designing self-service experiences (portals, communities) for move-in/move-out and payments.
- Program enrollment flows for energy efficiency, demand response, rebates, and assistance.
- Coordinating with marketing and communications for notifications and campaigns.
4. Field Operations, Outages & Asset Context
~18–22%This domain is all about integrating field work and outages with customer and asset data in Salesforce.
- Understanding how outages, planned work, and trouble tickets surface to agents.
- Linking cases and service requests to work orders, assets, and network elements.
- Integrating with Salesforce Field Service for scheduling, crews, and mobile workflows.
- Representing critical customers, life-support flags, and priority restoration.
- Communicating outage status to customers via digital channels and agents.
Expect scenario questions where the best answer balances field efficiency, customer experience, and safety/regulatory considerations.
5. Integrations, Analytics & Governance
~10–15%Finally, the exam checks your ability to keep the industry solution connected, measurable, and well-governed over time.
- Integration patterns with CIS, MDMS, OMS, billing, and payment systems.
- Handling near real-time vs. batch updates for usage, outages, and payments.
- Dashboards and analytics for CX, program performance, and regulatory metrics.
- Security, data access, and compliance requirements for regulated utilities.
- Setting up governance, release management, and environment strategies.
Percentages above are grouped at a high level based on typical AP exam patterns; Salesforce may adjust them in future releases.
📝 Sample Energy & Utilities Cloud Questions
💡 Practice with Scenario-Based Questions
These questions are not from the actual exam but mirror the style and reasoning required. Focus on industry context and how Energy & Utilities Cloud fits alongside core Salesforce, Field Service, and back-office systems.
Question 1 – Data Model & Premises
A regulated electric utility wants agents to quickly see all service locations and meters for a large commercial customer with multiple sites. Which design best aligns with Energy & Utilities Cloud data model?
✓ Correct Answer: C) Represent the customer as an account and model locations as premises with related service points and meters.
Energy & Utilities Cloud introduces premises, service points, and meters specifically to handle multi-site relationships. Using these objects keeps the model clean and scalable, and surfaces the right context to agents and downstream systems.
Question 2 – Outage & Customer Experience
During a major storm, an outage impacts several feeders and thousands of customers. The utility wants to reduce call volume while still keeping affected customers informed. What is the best architectural recommendation using Salesforce?
✓ Correct Answer: C) Integrate outage data into Energy & Utilities Cloud and use digital channels (portal, SMS, email) plus agent console views to proactively communicate status.
Bringing outage data into Salesforce allows proactive, omnichannel communication, reduces call volume, and gives agents real-time context. This aligns with CX goals and leverages Energy & Utilities Cloud alongside core Salesforce channels.
Question 3 – Programs & Integrations
A utility offers an energy-efficiency rebate program that requires validation of customer eligibility against CIS data and tracking savings for regulatory reporting. What approach best fits the Salesforce + Energy & Utilities Cloud stack?
✓ Correct Answer: B) Use Energy & Utilities Cloud program enrollment features and integrate with CIS to validate eligibility and usage, then surface analytics in Salesforce.
Program enrollment capabilities in Energy & Utilities Cloud are designed for this scenario. Integrating with CIS ensures accurate eligibility and usage data, while Salesforce analytics supports regulatory reporting and ongoing optimization.
🎯 4–6 Week Study Plan for Energy & Utilities Cloud AP
Review the official exam guide and Energy & Utilities Cloud documentation. Map key objects: accounts, premises, service points, programs, outages, and work objects. Relate them to your existing knowledge of Sales, Service, and Field Service.
In a sandbox, configure example customers (residential and commercial), set up premises and service points, and build common service and program flows (move-in/move-out, billing inquiry, rebate enrollment). Explore how data appears to agents.
Design a simple outage and program architecture on paper and consider integrations with CIS, MDMS, and OMS. Work through scenario-style questions and practice explaining your designs to both business and IT stakeholders.
💡 Exam & Real-World Success Tips
Utility solutions span CIS, MDMS, OMS, and CRM. In every question, consider where data originates, who owns it, and how Salesforce should consume or present it.
Good designs improve customer experience and support operations and compliance. Answers that consider all three perspectives tend to be closest to the exam’s intent.
Whenever possible, leverage the Energy & Utilities Cloud data model instead of inventing custom structures. This keeps implementations upgrade-safe and aligned with future features.
Energy and Utilities Cloud Accredited Professional – FAQ
Who is the Energy & Utilities Cloud AP exam for?
This exam is designed for consultants, solution architects, and senior admins who implement solutions for electric, gas, water utilities, and energy retailers using Salesforce Energy & Utilities Cloud alongside core Sales, Service, and Field Service.
Do I need prior utilities industry experience?
While not a formal prerequisite, having industry exposure (for example, working on CIS, billing, outage management, or customer service projects for utilities) makes the exam much easier. Many questions assume familiarity with industry terms and processes.
How is this different from a generic Service Cloud or Field Service exam?
Service and Field Service certifications focus on horizontal patterns. The Energy & Utilities Cloud AP adds industry-specific data models, processes, and integrations, such as premises, programs, and outages.
How long does it take to prepare?
Many practitioners can prepare in 4–6 weeks if they already work on utility projects. If you’re new to the industry, plan extra time to learn key concepts (CIS, MDMS, outage processes) and map them to Salesforce capabilities.