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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Contact Center Analytics | 13% | - Given a scenario, develop reports and dashboards in Salesforce to provide relevant information to different stakeholders. |
| Topic 2: Knowledge Management | 13% | - Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance. - Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback. - Given a set of requirements, determine how to configure data categories, article types, and page layouts. |
| Topic 3: Case Management | 13% | - Given a set of requirements, explain how case deflection strategies are delivered in Experience Cloud sites, Agentforce, and Knowledge. - Differentiate the use cases and capabilities of Service Cloud automation. - Given a set of requirements or KPIs, design a case management solution from creation to closure. - Explain the capabilities, use cases, and how to configure service entitlements, milestones, assets, business hours, and service-level agreements (SLAs). |
| Topic 4: Interaction Channels | 10% | - Given a scenario, determine the appropriate channel configuration and implementation. - Describe the use cases and capabilities for each of the different interaction channels (e.g., Phone, Email, Chat, Social Media, SMS, Web, etc.). |
| Topic 5: Integration and Data Management | 12% | - Distinguish the key components that contribute to performance optimization within a design. - Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning. - Explain the use cases and capabilities of CTI, Communities, and Field Service Lightning. |
| Topic 6: Implementation Strategies | 12% | - Explain the considerations and implications for data migration, data quality, data governance, and large data volumes. - Given a scenario, determine how to participate in a successful consulting engagement. - Given a scenario, recommend appropriate Service Cloud deployment and training strategies. |
| Topic 7: Industry Knowledge | 12% | - Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs). - Determine the risks, benefits, and business challenges of meeting a client's desired outcome. |
| Topic 8: Service Cloud Solution Design | 15% | - Given a set of customer data security and compliance requirements, determine a successful design to secure the data. - Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the service rep experience. - Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the customer experience. |
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NEW QUESTION # 135
Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system. Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?
Answer: B
Explanation:
When moving images into Salesforce Knowledge, it's important to ensure that each image file size does not exceed Salesforce's maximum file size limit, which is typically 25 MB. Adhering to this constraint ensures that images can be successfully uploaded and displayed within Knowledge articles.
NEW QUESTION # 136
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.
What should a consultant recommend to provide these newer capabilities?
Answer: C
Explanation:
To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.
NEW QUESTION # 137
Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.
Which solution should the consultant recommend?
Answer: C
Explanation:
For the software engineering team at Cloud Kicks to track projects within Salesforce, an AppExchange app dedicated to project management would be the most suitable solution. These apps are designed to handle project tracking functionalities, including task assignments, progress tracking, and collaboration features, tailored to project management needs. This approach allows for a specialized tool that integrates with Salesforce, providing a seamless experience for the engineering team without repurposing or overextending the functionality of Service Cloud case management.
NEW QUESTION # 138
Universal Containers is using WhatsApp to provide support to customers in Service Console.
Agents would like to preview PDFs sent
by customers from the chat window.
What should a consultant recommend?
Answer: B
Explanation:
For agents who wish to preview PDFs sent by customers via WhatsApp in the Service Console, using File Preview functionality within the chat interface is recommended. This feature allows agents to view PDF attachments directly within the chat window, improving efficiency by eliminating the need to download files for review.
NEW QUESTION # 139
The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report type?
Answer: A
Explanation:
To monitor agent productivity trends, creating a new report type based on the "Agent Work" object is recommended. This object captures detailed information about the work assigned to and completed by agents, enabling the generation of daily reports that provide insights into productivity trends and areas for improvement.
NEW QUESTION # 140
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