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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implementation Strategies | 12% | - Data migration, quality and governance - Licensing and deployment considerations - Training and adoption planning - Consulting engagement lifecycle |
| Topic 2: Intake and Interaction Channels | 13% | - Digital engagement and omni-channel - Configuration best practices - Email, web, social, phone and messaging channels - Designing intake channels |
| Topic 3: Case Management | 13% | - Entitlements, milestones and SLAs - Case deflection and self-service - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow |
| Topic 4: Service Cloud Solution Design | 15% | - Solution design based on requirements - Capabilities, limitations and trade-offs - Scalability and maintainability - Security, compliance and performance optimization |
| Topic 5: Knowledge Management | 12% | - Case deflection and knowledge adoption - Data categories and access control - Article lifecycle, versioning and visibility - Knowledge base design and implementation |
| Topic 6: Integrations | 10% | - CTI and telephony integration - Data exchange and synchronization - Third-party system integration |
| Topic 7: Contact Center Analytics | 10% | - Report and dashboard design - Data-driven improvement - Key metrics and KPIs tracking |
| Topic 8: Industry Knowledge | 12% | - Contact center metrics and KPIs - Types of contact centers and their characteristics - Business challenges, risks and outcomes |
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NEW QUESTION # 237
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: C
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 # 238
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
Answer: A,B
NEW QUESTION # 239
Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.
Which Salesforce productivity feature should a consultant use to accomplish this requirement?
Answer: C
Explanation:
Macros in Salesforce allow users to automate repetitive tasks with a single click, such as creating, updating, and closing cases. Implementing macros can significantly reduce the number of clicks and time customer support agents spend on routine case management tasks, enhancing productivity and allowing them to focus more on resolving customer issues.
NEW QUESTION # 240
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
Answer: D
Explanation:
Using an auto-launched flow to capture details is the recommended method to consistently capture new caller details. An auto-launched flow is a type of flow that runs in the background without user interaction. An auto-launched flow can be triggered by various actions, such as creating a record, updating a field, clicking a button, or invoking a process. An auto-launched flow can perform various tasks, such as collecting inputs, updating records, creating records, or calling external services. Using an auto-launched flow to capture details can help ensure that support agents enter the necessary information for new callers, such as their name, email address, phone number, or reason for call. Verified References: Service Cloud Consultant Certification Guide
& Tips, Create an Auto-Launched Flow
NEW QUESTION # 241
The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.
Which reporting solution should the consultant recommend?
Answer: C
Explanation:
To measure first-call resolution by channel, agent, and calendar month, creating a joined report is the most effective reporting solution. Joined reports in Salesforce allow for the combination of data from different report types into a single report, providing a comprehensive view of related metrics. This capability is particularly useful for analyzing first-call resolution rates across multiple dimensions (channel, agent, and time), enabling the support manager at Universal Containers to gain insights into performance trends and identify areas for improvement in the service delivery process.
NEW QUESTION # 242
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