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| Section | Weight | Objectives |
|---|---|---|
| Case Management | 13% | - Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow - Case deflection and self-service - End-to-end case lifecycle design |
| Knowledge Management | 12% | - Data categories and access control - Knowledge base design and implementation - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption |
| Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Report and dashboard design - Data-driven improvement |
| Industry Knowledge | 12% | - Business challenges, risks and outcomes - Types of contact centers and their characteristics - Contact center metrics and KPIs |
| Intake and Interaction Channels | 13% | - Designing intake channels - Email, web, social, phone and messaging channels - Configuration best practices - Digital engagement and omni-channel |
| Implementation Strategies | 12% | - Licensing and deployment considerations - Consulting engagement lifecycle - Training and adoption planning - Data migration, quality and governance |
| Service Cloud Solution Design | 15% | - Solution design based on requirements - Security, compliance and performance optimization - Capabilities, limitations and trade-offs - Scalability and maintainability |
| Integrations | 10% | - Third-party system integration - Data exchange and synchronization - CTI and telephony integration |
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NEW QUESTION # 258
Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements?
Answer: C
Explanation:
To assign cases based on agents' product specialization and ensure even distribution of case workload, using Omni-Channel's "Most Available" routing model is suitable. This model assigns work based on agents' capacity and specialization, balancing the workload among agents while ensuring cases are matched with the appropriate expertise.
NEW QUESTION # 259
Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?
Answer: C
Explanation:
To enable case creation without login while preventing spam, using Web-to-Case with reCAPTCHA enabled is recommended. reCAPTCHA provides an additional layer of security by verifying that case submissions are made by humans, effectively reducing the likelihood of spam cases and maintaining the integrity of case data in Salesforce.
NEW QUESTION # 260
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
Answer: A,C,E
Explanation:
Explanation
These three solutions will help achieve the mission statement of empowering customers to interact with Universal Containers in the way of their choosing. Creating a central "Contact Us" page will provide customers with a clear and easy way to find all the available channels of support, such as phone, email, web, chat, etc. Optimizing the customer community for mobile devices will ensure that customers can access the same support features on their smartphones or tablets as they can on their desktops. Enabling customers to be emailed FAQs by accessing the interactive voice response 24 hours per day will allow customers to get self-service support even when the call center is closed. Verified References: Create a Contact Us Page,
[Optimize Your Community for Mobile Devices], [Send Email from Interactive Voice Response]
NEW QUESTION # 261
Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?
Answer: D
NEW QUESTION # 262
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
Answer: C
NEW QUESTION # 263
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