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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Case Management | 13% | - Case deflection and self-service - Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow - End-to-end case lifecycle design |
| Topic 2: Industry Knowledge | 12% | - Business challenges, risks and outcomes - Contact center metrics and KPIs - Types of contact centers and their characteristics |
| Topic 3: Service Cloud Solution Design | 15% | - Solution design based on requirements - Scalability and maintainability - Capabilities, limitations and trade-offs - Security, compliance and performance optimization |
| Topic 4: Integrations | 10% | - Third-party system integration - CTI and telephony integration - Data exchange and synchronization |
| Topic 5: Knowledge Management | 12% | - Knowledge base design and implementation - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption - Data categories and access control |
| Topic 6: Intake and Interaction Channels | 13% | - Configuration best practices - Email, web, social, phone and messaging channels - Designing intake channels - Digital engagement and omni-channel |
| Topic 7: Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Report and dashboard design - Data-driven improvement |
| Topic 8: Implementation Strategies | 12% | - Data migration, quality and governance - Training and adoption planning - Licensing and deployment considerations - Consulting engagement lifecycle |
>> Valid Salesforce Service-Cloud-Consultant Dumps <<
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NEW QUESTION # 81
Milestones can be added to which three Object types? Choose 3 answers
Answer: A,C,D
NEW QUESTION # 82
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: B,C,E
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 # 83
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
Answer: A,C
Explanation:
A customer community is a branded online portal that allows customers to access self-service resources, such as knowledge articles, FAQs, forums, and case management. A knowledge base is a repository of information that can help customers find answers to their questions or issues. Both solutions can help promote call deflection by enabling customers to resolve their own problems without contacting the contact center. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Knowledge Overview
NEW QUESTION # 84
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
Answer: C
NEW QUESTION # 85
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology.
Which benefit can be expected?
Answer: C
Explanation:
Implementing a Knowledge-Centered Support (KCS) methodology focuses on integrating knowledge creation and maintenance into the problem-solving process. This approach ensures that as agents resolve customer issues, they simultaneously create or refine knowledge articles. Over time, this leads to a rich knowledge base that can be leveraged to solve similar issues more quickly, thus reducing the overall issue resolution time as agents and customers alike can find answers more efficiently.
NEW QUESTION # 86
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