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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integrations | 10% | - CTI and telephony integration - Third-party system integration - Data exchange and synchronization |
| Topic 2: Case Management | 13% | - Entitlements, milestones and SLAs - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow - Case deflection and self-service |
| Topic 3: Intake and Interaction Channels | 13% | - Configuration best practices - Digital engagement and omni-channel - Designing intake channels - Email, web, social, phone and messaging channels |
| Topic 4: Knowledge Management | 12% | - Data categories and access control - Knowledge base design and implementation - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption |
| Topic 5: Implementation Strategies | 12% | - Licensing and deployment considerations - Consulting engagement lifecycle - Training and adoption planning - Data migration, quality and governance |
| Topic 6: Industry Knowledge | 12% | - Contact center metrics and KPIs - Types of contact centers and their characteristics - Business challenges, risks and outcomes |
| Topic 7: Contact Center Analytics | 10% | - Data-driven improvement - Key metrics and KPIs tracking - Report and dashboard design |
| Topic 8: Service Cloud Solution Design | 15% | - Scalability and maintainability - Solution design based on requirements - Security, compliance and performance optimization - Capabilities, limitations and trade-offs |
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NEW QUESTION # 111
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
Answer: B
NEW QUESTION # 112
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
Answer: D
NEW QUESTION # 113
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.
Answer: C
Explanation:
This is the recommended solution to handle high volume incidents where over 200,000 cases are opened. An Overflow Assignee is an option that can be configured in Omni-Channel Routing Configurations, which allows CK to specify a user or queue that will receive work items when the routing configuration reaches its maximum capacity. An Overflow Assignee can help CK distribute the workload and avoid losing work items during peak periods. Verified References: : Overflow Assignee
NEW QUESTION # 114
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?
Answer: C
NEW QUESTION # 115
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
Answer: D
Explanation:
Explanation
Data loader, change sets, and Force.com IDE are tools that can be used for migrating functionality from a sandbox environment to a production environment. Data loader is a tool that can import, export, insert, update, delete, or upsert data in Salesforce. Change sets are outbound sets of metadata components that can be sent from one Salesforce org to another. Force.com IDE is an integrated development environment that allows you to edit, compile, test, and deploy metadata components using Eclipse. Verified References: Service Cloud Consultant Certification Guide & Tips, Data Loader Guide, Change Sets Overview, Force.com IDE Developer Guide
NEW QUESTION # 116
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