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| Section | Objectives |
|---|---|
| Topic 1: Integration and Data Management | - Data model considerations for Service Cloud - Integration with external service systems |
| Topic 2: Omni-Channel and Digital Engagement | - Chat, messaging, and digital support channels - Omni-Channel routing configuration |
| Topic 3: Automation and Process | - Flow and workflow automation for service processes - Entitlements, milestones, and SLAs |
| Topic 4: Case Management and Service Console | - Case lifecycle and routing strategies - Service Console configuration and productivity tools |
| Topic 5: Knowledge Management | - Salesforce Knowledge setup and article lifecycle - Knowledge search and content delivery |
| Topic 6: Service Cloud Implementation | - Email-to-Case and Web-to-Case setup - CTI (Computer Telephony Integration) concepts |
| Topic 7: Service Cloud Solution Design | - Customer service processes and use case design - Service Cloud feature selection and architecture |
| Topic 8: Service Cloud Analytics and Reporting | - Key service KPIs and metrics - Reports and dashboards for service performance |
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NEW QUESTION # 53
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.
Answer: B,D
NEW QUESTION # 54
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
Answer: A
Explanation:
Email-to-case is a channel that meets the requirements of logging the case thread and storing attachments to the case record. Email-to-case is a feature that allows you to automatically create cases from incoming emails sent to your company's support addresses. Email-to-case preserves email formatting and supports HTML emails with embedded images. Email-to-case also captures email attachments and adds them to the case record. Email-to-case tracks the entire email conversation between the customer and the agent, and logs it as a case thread on the case feed or case comments. Verified References: Service Cloud Consultant Certification Guide & Tips, Email-to-Case Overview
NEW QUESTION # 55
Universal containers contact center is experiencing increased call volumes due to a growing product
portfolio.What is the recommended strategy to allow the contact center to handle the increased customer
inquiries more efficiently? (choose 1 answer)
Answer: B
NEW QUESTION # 56
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
Answer: A
NEW QUESTION # 57
Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers
Answer: A,C,D
Explanation:
Explanation
These are three aspects that the consultant should consider to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object. Work order and customer contact escalation requirements are aspects that affect how urgent and complex the work orders and customer contacts are, and how they should be handled by different levels of agents or managers. Visibility and access to the work order records are aspects that affect who can view and edit the work order records, and how they are shared with other users or groups. Case closure rules on the original case are aspects that affect when and how the original case can be closed, and what actions need to be performed on the related records before closing the case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.work_orders_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_escalation_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.sharing_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_closure_rules.htm&type=5
NEW QUESTION # 58
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