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| Section | Objectives |
|---|---|
| Service Cloud Implementation | - CTI (Computer Telephony Integration) concepts - Email-to-Case and Web-to-Case setup |
| Automation and Process | - Flow and workflow automation for service processes - Entitlements, milestones, and SLAs |
| Case Management and Service Console | - Service Console configuration and productivity tools - Case lifecycle and routing strategies |
| Integration and Data Management | - Data model considerations for Service Cloud - Integration with external service systems |
| Knowledge Management | - Knowledge search and content delivery - Salesforce Knowledge setup and article lifecycle |
| Service Cloud Analytics and Reporting | - Reports and dashboards for service performance - Key service KPIs and metrics |
| Omni-Channel and Digital Engagement | - Chat, messaging, and digital support channels - Omni-Channel routing configuration |
| Service Cloud Solution Design | - Customer service processes and use case design - Service Cloud feature selection and architecture |
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NEW QUESTION # 290
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
Answer: A,B
NEW QUESTION # 291
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,D,E
NEW QUESTION # 292
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)
Answer: C,D
NEW QUESTION # 293
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?
Answer: C
NEW QUESTION # 294
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the
consultant do to overcome this? choose 2 options
Answer: B,C
NEW QUESTION # 295
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