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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Industry Knowledge | 12% | - Types of contact centers and their characteristics - Contact center metrics and KPIs - Business challenges, risks and outcomes |
| Topic 2: Knowledge Management | 12% | - Case deflection and knowledge adoption - Data categories and access control - Article lifecycle, versioning and visibility - Knowledge base design and implementation |
| Topic 3: Contact Center Analytics | 10% | - Report and dashboard design - Key metrics and KPIs tracking - Data-driven improvement |
| Topic 4: Integrations | 10% | - Data exchange and synchronization - CTI and telephony integration - Third-party system integration |
| Topic 5: Case Management | 13% | - End-to-end case lifecycle design - Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow - Case deflection and self-service |
| Topic 6: Intake and Interaction Channels | 13% | - Designing intake channels - Configuration best practices - Digital engagement and omni-channel - Email, web, social, phone and messaging channels |
| Topic 7: Implementation Strategies | 12% | - Consulting engagement lifecycle - Licensing and deployment considerations - Training and adoption planning - Data migration, quality and governance |
| Topic 8: Service Cloud Solution Design | 15% | - Solution design based on requirements - Scalability and maintainability - Capabilities, limitations and trade-offs - Security, compliance and performance optimization |
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NEW QUESTION # 252
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
Answer: C,D,E
NEW QUESTION # 253
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?
Answer: A
NEW QUESTION # 254
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
Answer: B,C,D
NEW QUESTION # 255
A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe' to improve the process' Choose 2 answers
Answer: B,D
Explanation:
Explanation
These are two Service Cloud features that work together to improve the process of closing a case and sending a survey through email. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when closing a case and sending a survey through email. Email Templates are tools that allow administrators to create predefined email messages that can be used for common purposes, such as sending surveys or confirmations.
Email Templates can help ensure consistent and professional communication with customers. Verified References: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.email_templates_overview.htm&type=5
NEW QUESTION # 256
The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
Which feature should the consultant recommend?
Answer: C
Explanation:
To address the increase in Case Resolution times, Einstein Article Recommendations can be highly effective.
This feature uses machine learning to suggest relevant knowledge articles to agents, based on the context of the customer cases they are working on. By providing agents with quick access to pertinent information, Einstein Article Recommendations can significantly reduce the time spent searching for solutions, thereby improving case resolution times and enhancing overall service efficiency.
NEW QUESTION # 257
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