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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Case Management | 13% | - Automation: assignment rules, escalation, workflow - Case deflection and self-service - End-to-end case lifecycle design - Entitlements, milestones and SLAs |
| Topic 2: Contact Center Analytics | 10% | - Data-driven improvement - Key metrics and KPIs tracking - Report and dashboard design |
| Topic 3: Implementation Strategies | 12% | - Consulting engagement lifecycle - Training and adoption planning - Licensing and deployment considerations - Data migration, quality and governance |
| Topic 4: Service Cloud Solution Design | 15% | - Scalability and maintainability - Solution design based on requirements - Capabilities, limitations and trade-offs - Security, compliance and performance optimization |
| Topic 5: Intake and Interaction Channels | 13% | - Designing intake channels - Digital engagement and omni-channel - Configuration best practices - Email, web, social, phone and messaging channels |
| Topic 6: Industry Knowledge | 12% | - Contact center metrics and KPIs - Business challenges, risks and outcomes - Types of contact centers and their characteristics |
| Topic 7: Integrations | 10% | - Data exchange and synchronization - CTI and telephony integration - Third-party system integration |
| Topic 8: 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-Consultant技術内容 <<
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質問 # 231
Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?
正解：A
質問 # 232
What can universal containers do to reduce costs and immediately improve contact center agent productivity
choose 2
正解：A、B
質問 # 233
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?
正解：B
解説：
To enable real-time interaction between customers and support agents from computers and mobile devices, implementing an Einstein Chat Bot is recommended. Chatbots provide an immediate, interactive communication channel that can escalate complex issues to live agents, enhancing the customer support experience across devices.
質問 # 234
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?
正解：A
解説：
Case queues are an approach that a consultant should implement to automate case management for the web support team. Case queues are locations where cases are routed to await processing by a group of users. Case queues can be used to assign cases to the web support team based on criteria such as case origin, priority, or type. Case queues also allow agents to work on cases in the order that they are submitted. Verified References:
:https://help.salesforce.com/s/articleView?id=sf.customize_queues.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_casequeues.htm&type=5
質問 # 235
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
正解：D
解説：
Explanation
On-Demand Email-to-Case is a feature that allows you to automatically create cases from customer emails without installing any software on your email server. It uses an email service provided by Salesforce to convert emails into cases and route them to the appropriate queues or agents. This solution meets the IT policy of Universal Containers, as it does not require any third-party software installation. Verified References: On-Demand Email-to-Case
質問 # 236
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