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| Section | Weight | Objectives |
|---|---|---|
| Integrations | 10% | - Data exchange and synchronization - Third-party system integration - CTI and telephony integration |
| Service Cloud Solution Design | 15% | - Scalability and maintainability - Capabilities, limitations and trade-offs - Solution design based on requirements - Security, compliance and performance optimization |
| Industry Knowledge | 12% | - Business challenges, risks and outcomes - Contact center metrics and KPIs - Types of contact centers and their characteristics |
| Intake and Interaction Channels | 13% | - Designing intake channels - Digital engagement and omni-channel - Configuration best practices - Email, web, social, phone and messaging channels |
| Implementation Strategies | 12% | - Licensing and deployment considerations - Consulting engagement lifecycle - Training and adoption planning - Data migration, quality and governance |
| Case Management | 13% | - Entitlements, milestones and SLAs - Case deflection and self-service - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow |
| Contact Center Analytics | 10% | - Report and dashboard design - Data-driven improvement - Key metrics and KPIs tracking |
| Knowledge Management | 12% | - Data categories and access control - Article lifecycle, versioning and visibility - Knowledge base design and implementation - Case deflection and knowledge adoption |
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NEW QUESTION # 124
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers
to enter customer number and identify their order and product information when they call for support. After
providing this information, the customer should then have the option to speak a support agent if they still need
help. Which system will help Universal Containers meet this requirement?
Answer: D
NEW QUESTION # 125
Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access.
Which feature will provide the required level of access?
Answer: A
Explanation:
To provide the required access levels for a dedicated account manager and a support specialist on special cases, utilizing Case Teams is the most effective solution. Case Teams allow for the customization of roles and access levels for each team member, ensuring that the account manager has Read-Only access while the support specialist has Read and Write access.
NEW QUESTION # 126
What can universal containers do to reduce costs and immediately improve contact center agent productivity
choose 2
Answer: B,D
NEW QUESTION # 127
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: B
Explanation:
Adopting a Knowledge Centered Support (KCS) methodology can lead to reduced issue resolution time as a key benefit. KCS emphasizes the creation, maintenance, and effective use of a knowledge base, enabling faster access to solutions and reducing the time needed to resolve customer issues.
NEW QUESTION # 128
Cloud Kicks' development team must manage multiple projects that compete for limited resources, The team needs to change directions often and start urgent work quickly.
Which step should a consultant recommend completing before beginning the build phase?
Answer: A
Explanation:
Before beginning the build phase, especially in environments where projects are numerous and resources are limited, the design phase is crucial. This phase involves planning, creating mock-ups, and defining the project's scope and requirements. It sets a clear direction and ensures that all stakeholders have a shared understanding of the project's goals and how they will be achieved, thereby streamlining the development process and reducing the need for significant changes during the build phase.
NEW QUESTION # 129
......
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