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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implementation Strategies | 12% | - Data migration, quality and governance - Licensing and deployment considerations - Consulting engagement lifecycle - Training and adoption planning |
| Topic 2: Intake and Interaction Channels | 13% | - Designing intake channels - Digital engagement and omni-channel - Configuration best practices - Email, web, social, phone and messaging channels |
| Topic 3: Integrations | 10% | - CTI and telephony integration - Data exchange and synchronization - Third-party system integration |
| Topic 4: Industry Knowledge | 12% | - Business challenges, risks and outcomes - Contact center metrics and KPIs - Types of contact centers and their characteristics |
| Topic 5: Knowledge Management | 12% | - Case deflection and knowledge adoption - Article lifecycle, versioning and visibility - Data categories and access control - Knowledge base design and implementation |
| Topic 6: Case Management | 13% | - Case deflection and self-service - End-to-end case lifecycle design - Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow |
| Topic 7: Contact Center Analytics | 10% | - Report and dashboard design - Key metrics and KPIs tracking - Data-driven improvement |
| Topic 8: Service Cloud Solution Design | 15% | - Solution design based on requirements - Security, compliance and performance optimization - Capabilities, limitations and trade-offs - Scalability and maintainability |
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NEW QUESTION # 263
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?
Answer: B
Explanation:
Omni-channel Queue-based routing is a feature that can enable Universal Containers to assign cases based on the same criteria they use for chat. Omni-channel Queue-based routing allows administrators to define routing configurations and rules that determine how work items, such as cases and chats, are routed to agents based on criteria such as availability, capacity, and skills. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_queue_based_routing.htm&type=5
NEW QUESTION # 264
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
Answer: A
NEW QUESTION # 265
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
Answer: C
Explanation:
Explanation
Social Conversation component is a feature that can enable Universal Containers to monitor customers' social media reactions and opinions, as well as see recent cases that customers logged. Social Conversation component allows agents to view and reply to social posts from customers using Social Customer Service. It also shows related records, such as cases, contacts, or accounts, that are linked to the social posts. Verified References: : https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5: https://help.salesforce.com/s/articleView?id=sf.social_customer_service_component.htm&type=5
NEW QUESTION # 266
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
Answer: C
Explanation:
Explanation
Case escalation rules are used to automatically escalate cases based on certain criteria, such as case age, priority, status, or owner. Escalation rules can trigger actions such as sending email notifications, assigning cases to queues or users, or changing field values. Case escalation rules are the best approach to notify Support Managers when a new case has been untouched for more than two business days. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Escalation Rules
NEW QUESTION # 267
Auto Response rules work on which objects?
Answer: C
NEW QUESTION # 268
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