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| Section | Weight | Objectives |
|---|---|---|
| Contact Center Analytics | 5% | - Explain the capabilities and use cases for Salesforce and third-party reporting tools - Given a set of desired metrics, determine the appropriate reporting solution |
| Integrations | 10% | - Explain the use cases and considerations for core Service Cloud integrations - Explain the use cases and considerations for third-party solutions and connections to external sources of data |
| Case Management | 15% | - Describe the capabilities and use cases for case assignment, escalation, and auto-response - Explain the relationships between cases and other core features such as assets, entitlements, and work orders - Given a set of requirements, design the case management solution |
| Implementation Strategies | 12% | - Given a scenario, determine how to participate in a successful consulting engagement - Given a scenario, recommend appropriate Service Cloud deployment and training strategies - Explain the considerations and implications for data migration, data quality, data governance, and large data volumes |
| 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 |
| Service Cloud Solution Design | 16% | - Given a scenario, understand the appropriate Service Cloud features and capabilities to solve a business problem - Given a scenario, analyze customer requirements to determine appropriate solution design |
| Knowledge Management | 9% | - Given a scenario, recommend the appropriate approach for Knowledge migration and deployment - Describe the key features of Lightning Knowledge - Explain the knowledge article lifecycle and its implications |
| Intake and Interaction Channels | 13% | - Assess the design considerations and best practices when configuring an interaction channel solution - Explain agentic service capabilities, use cases, and configuration processes - Given a set of business requirements, recommend an appropriate use for AI agents in the customer service process - Given a set of business goals, discuss the use cases and functionality for proposed interaction channels - Given business process requirements, recommend the appropriate approach to intake channels and their design |
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NEW QUESTION # 284
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: B
NEW QUESTION # 285
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers
Answer: B,C,D
NEW QUESTION # 286
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?
Answer: A
Explanation:
Explanation
Experience Cloud with Customer Account Portal template is the recommended solution to meet the requirements of reducing service costs and improving customer relationship by allowing customers to pay invoices and update their contact information online. Experience Cloud is a product that allows you to create branded online portals for your customers, partners, or employees. Experience Cloud sites can provide self-service resources, such as knowledge articles, FAQs, forums, and case management. Customer Account Portal is a template that provides a pre-built site for customers to access their account information, such as invoices, payments, orders, contracts, or contact details. Customers can also update their profile, preferences, or communication settings from the site. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Customer Account Portal Template Overview
NEW QUESTION # 287
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 # 288
Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization wide default for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution.
Which strategy should a consultant recommend?
Answer: A
Explanation:
For a scalable solution that allows support managers to see regional support metrics by default, creating a Dynamic Dashboard is advisable. Dynamic Dashboards display data according to the viewer's access permissions and role hierarchy, enabling each support manager to view metrics specific to their region automatically, without the need for multiple individual dashboards.
NEW QUESTION # 289
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