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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Contact Center Analytics | 5% | - Given a set of desired metrics, determine the appropriate reporting solution - Explain the capabilities and use cases for Salesforce and third-party reporting tools |
| Topic 2: Industry Knowledge | 12% | - Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs) - Determine the risks, benefits, and business challenges of meeting a client's desired outcome |
| Topic 3: Case Management | 15% | - Explain the relationships between cases and other core features such as assets, entitlements, and work orders - Describe the capabilities and use cases for case assignment, escalation, and auto-response - Given a set of requirements, design the case management solution |
| Topic 4: Integrations | 10% | - Explain the use cases and considerations for third-party solutions and connections to external sources of data - Explain the use cases and considerations for core Service Cloud integrations |
| Topic 5: Implementation Strategies | 12% | - Explain the considerations and implications for data migration, data quality, data governance, and large data volumes - Given a scenario, determine how to participate in a successful consulting engagement - Given a scenario, recommend appropriate Service Cloud deployment and training strategies |
| Topic 6: Service Cloud Solution Design | 16% | - Given a scenario, understand the appropriate Service Cloud features and capabilities to solve a business problem - Given a scenario, analyze customer requirements to determine appropriate solution design |
| Topic 7: Intake and Interaction Channels | 13% | - Given business process requirements, recommend the appropriate approach to intake channels and their design - Given a set of business requirements, recommend an appropriate use for AI agents in the customer service process - Given a set of business goals, discuss the use cases and functionality for proposed interaction channels - Explain agentic service capabilities, use cases, and configuration processes - Assess the design considerations and best practices when configuring an interaction channel solution |
| Topic 8: Knowledge Management | 9% | - Explain the knowledge article lifecycle and its implications - Given a scenario, recommend the appropriate approach for Knowledge migration and deployment - Describe the key features of Lightning Knowledge |
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NEW QUESTION # 125
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The
company would like to automatically create a field service dispatch record and assign it to a queue when
specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?
Answer: B
NEW QUESTION # 126
Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?
Answer: A
Explanation:
Integrating a Slack channel for experts to collaborate on complex cases provides a real-time communication platform that supports quick exchange of ideas, files, and updates. This solution fosters teamwork and enables faster resolution of issues that require input from multiple experts.
NEW QUESTION # 127
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work
Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
Answer: B,D
NEW QUESTION # 128
Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?
Answer: C
NEW QUESTION # 129
Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.
Which Salesforce productivity feature should a consultant use to accomplish this requirement?
Answer: A
Explanation:
Macros in Salesforce allow users to automate repetitive tasks with a single click, such as creating, updating, and closing cases. Implementing macros can significantly reduce the number of clicks and time customer support agents spend on routine case management tasks, enhancing productivity and allowing them to focus more on resolving customer issues.
NEW QUESTION # 130
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