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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integrations | 10% | - Explain the use cases and considerations for third-party solutions and connections to external sources of data - Explain the use cases and considerations for core Service Cloud integrations |
| Topic 2: 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 |
| Topic 3: 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 4: 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 business process requirements, recommend the appropriate approach to intake channels and their design - Given a set of business goals, discuss the use cases and functionality for proposed interaction channels - Given a set of business requirements, recommend an appropriate use for AI agents in the customer service process |
| Topic 5: 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 6: Knowledge Management | 9% | - Explain the knowledge article lifecycle and its implications - Describe the key features of Lightning Knowledge - Given a scenario, recommend the appropriate approach for Knowledge migration and deployment |
| Topic 7: 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 |
| Topic 8: Case Management | 15% | - Explain the relationships between cases and other core features such as assets, entitlements, and work orders - Describe the capabilities and use cases for case assignment, escalation, and auto-response - Given a set of requirements, design the case management solution |
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NEW QUESTION # 30
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:
Answer: A,D,E
NEW QUESTION # 31
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
Answer: C
NEW QUESTION # 32
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
Answer: A
Explanation:
The Knowledge Importer is a tool that allows you to import articles from CSV files into Lightning Knowledge. However, it does not support importing file attachments from external knowledge bases. To migrate the file attachments, you need to use the Files Related List on each article to add files to your articles manually. You can upload files from your computer or select files from Salesforce or an external source such as Google Drive or Box. Verified References: [Import Articles into Lightning Knowledge] and [Add Files to Articles]
NEW QUESTION # 33
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
Answer: A
NEW QUESTION # 34
Support agents need to verify that customers are eligible to receive customer support before they can update
the
Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
Answer: B,C
NEW QUESTION # 35
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