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| Section | Objectives |
|---|---|
| Topic 1: Automation and Process | - Flow and workflow automation for service processes - Entitlements, milestones, and SLAs |
| Topic 2: Omni-Channel and Digital Engagement | - Omni-Channel routing configuration - Chat, messaging, and digital support channels |
| Topic 3: Service Cloud Implementation | - Email-to-Case and Web-to-Case setup - CTI (Computer Telephony Integration) concepts |
| Topic 4: Knowledge Management | - Knowledge search and content delivery - Salesforce Knowledge setup and article lifecycle |
| Topic 5: Service Cloud Analytics and Reporting | - Reports and dashboards for service performance - Key service KPIs and metrics |
| Topic 6: Case Management and Service Console | - Case lifecycle and routing strategies - Service Console configuration and productivity tools |
| Topic 7: Service Cloud Solution Design | - Service Cloud feature selection and architecture - Customer service processes and use case design |
| Topic 8: Integration and Data Management | - Integration with external service systems - Data model considerations for Service Cloud |
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NEW QUESTION # 218
Milestones can be added to which three Object types? Choose 3 answers
Answer: C,D,E
NEW QUESTION # 219
After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.
How should the consultant resolve this issue?
Answer: C
Explanation:
To resolve the issue of users being unable to create Knowledge articles when closing a case after migrating to Lightning Experience, adding the 'Manage Salesforce Knowledge' permission to the user's profile is necessary. This permission enables users to create, edit, and publish Knowledge articles, ensuring that they can contribute to the Knowledge base directly from case records, enhancing the support process.
NEW QUESTION # 220
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers
Answer: A,B
NEW QUESTION # 221
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information
website? Choose 2 answers.
Answer: A,D
NEW QUESTION # 222
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
Answer: A,D,E
Explanation:
Explanation
Customer satisfaction survey, Net promoter score, and Service level agreement are measures that can be used to specifically measure customer loyalty. Customer satisfaction survey is a method of collecting feedback from customers about their satisfaction with a product, service, or experience. Customer satisfaction survey can help measure customer loyalty by indicating how happy customers are with the company and how likely they are to continue doing business with them. Net promoter score is a metric that measures the willingness of customers to recommend a company's products or services to others. Net promoter score can help measure customer loyalty by indicating how loyal customers are to the company and how likely they are to refer new customers to them. Service level agreement is a contract that defines the level of service that a customer expects from a provider, such as response time, resolution time, availability, or quality. Service level agreement can help measure customer loyalty by indicating how well the company meets the customer's expectations and how satisfied the customer is with the service. Verified References: Service Cloud Consultant Certification Guide
& Tips, Measure Customer Satisfaction, Net Promoter Score Overview, Set Up and Manage Entitlements and Milestones
NEW QUESTION # 223
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