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| Section | Weight | Objectives |
|---|---|---|
| Integrations | 10% | - CTI and telephony integration - Data exchange and synchronization - Third-party system integration |
| Knowledge Management | 12% | - Data categories and access control - Article lifecycle, versioning and visibility - Knowledge base design and implementation - Case deflection and knowledge adoption |
| Service Cloud Solution Design | 15% | - Capabilities, limitations and trade-offs - Scalability and maintainability - Security, compliance and performance optimization - Solution design based on requirements |
| Contact Center Analytics | 10% | - Report and dashboard design - Key metrics and KPIs tracking - Data-driven improvement |
| Intake and Interaction Channels | 13% | - Designing intake channels - Email, web, social, phone and messaging channels - Configuration best practices - Digital engagement and omni-channel |
| Industry Knowledge | 12% | - Types of contact centers and their characteristics - Business challenges, risks and outcomes - Contact center metrics and KPIs |
| Case Management | 13% | - Case deflection and self-service - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow - Entitlements, milestones and SLAs |
| Implementation Strategies | 12% | - Data migration, quality and governance - Consulting engagement lifecycle - Licensing and deployment considerations - Training and adoption planning |
>> Certification Service-Cloud-Consultant Cost <<
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NEW QUESTION # 210
At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case.
Where can a support agent verify that a customer is allowed to receive support?
Answer: A
Explanation:
When support agents need to verify customer eligibility for support upon case creation, Entitlements should be used. Entitlements define the types of support a customer is entitled to receive, based on factors like product or service level agreements, enabling agents to quickly verify and ensure compliance with support policies.
NEW QUESTION # 211
Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.
Answer: A,C
NEW QUESTION # 212
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
Answer: B,C
Explanation:
Explanation
Change Sets and Data Loader are deploy solutions that should be used to ensure skills-based routing is operational in Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for skills-based routing, such as the skills, skill assignments, routing configurations, presence configurations, or service channels. Data Loader is a tool that can be used to insert, update, delete, or export records in Salesforce. Data Loader can be used to deploy the data records for skills-based routing, such as the work items, agents, queues, or routing priorities. Verified References: Service Cloud Consultant Certification Guide & Tips, Change Sets Overview, Data Loader Overview
NEW QUESTION # 213
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?
Answer: C
Explanation:
To address the issue of high-priority cases exceeding service deadlines, configuring Secondary Routing Priority in Omni-Channel is recommended. This setting allows prioritization of high-priority work items, ensuring they are routed and addressed by agents promptly, in alignment with SLA commitments.
NEW QUESTION # 214
Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?
Answer: B
NEW QUESTION # 215
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