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| Section | Weight | Objectives |
|---|---|---|
| Case Management | 13% | - Automation: assignment rules, escalation, workflow - End-to-end case lifecycle design - Case deflection and self-service - Entitlements, milestones and SLAs |
| Intake and Interaction Channels | 13% | - Digital engagement and omni-channel - Configuration best practices - Email, web, social, phone and messaging channels - Designing intake channels |
| Industry Knowledge | 12% | - Types of contact centers and their characteristics - Business challenges, risks and outcomes - Contact center metrics and KPIs |
| Service Cloud Solution Design | 15% | - Scalability and maintainability - Capabilities, limitations and trade-offs - Solution design based on requirements - Security, compliance and performance optimization |
| Contact Center Analytics | 10% | - Report and dashboard design - Data-driven improvement - Key metrics and KPIs tracking |
| Integrations | 10% | - CTI and telephony integration - Third-party system integration - Data exchange and synchronization |
| Implementation Strategies | 12% | - Data migration, quality and governance - Training and adoption planning - Consulting engagement lifecycle - Licensing and deployment considerations |
| Knowledge Management | 12% | - Knowledge base design and implementation - Data categories and access control - Case deflection and knowledge adoption - Article lifecycle, versioning and visibility |
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NEW QUESTION # 266
Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?
Answer: A
Explanation:
To manage a case handling process that requires each case to go through a series of time-bound steps, defining entitlements and milestones is the recommended solution. This setup allows for the specification of service levels, tracking progress against defined milestones, and ensuring cases progress in a timely manner from submission to closure.
NEW QUESTION # 267
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
Answer: A,B,E
NEW QUESTION # 268
Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app.
Which feature should a consultant recommend?
Answer: A
Explanation:
To allow customers to send messages to agents in the Service Console via their preferred mobile app, the Messaging feature is recommended. This feature supports various messaging channels such as SMS, Facebook Messenger, and WhatsApp, enabling customers to communicate with service agents using their preferred platforms. The integration of Messaging with the Service Console provides agents with a unified interface for handling customer interactions across different messaging platforms.
NEW QUESTION # 269
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: B
Explanation:
Incident Management in Salesforce is designed to provide visibility and coordination during service disruptions or issues. For Ursa Major Solar, this feature would allow service agents, operations teams, and customers to have a centralized view and updates on power outages or service issues, facilitating communication and resolution efforts across all stakeholders involved in the incident.
NEW QUESTION # 270
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which report type should the consultant recommend when creating a report?
Answer: A
Explanation:
For analyzing the time spent within each case status during the case lifecycle, the Case Lifecycle report type is recommended. This report provides a detailed view of the duration cases spend in each status, helping to identify bottlenecks and areas for process improvement to reduce average case age and enhance customer satisfaction.
NEW QUESTION # 271
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