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| Section | Weight | Objectives |
|---|---|---|
| Implementation Strategies | 12% | - Consulting engagement lifecycle - Licensing and deployment considerations - Data migration, quality and governance - Training and adoption planning |
| Intake and Interaction Channels | 13% | - Designing intake channels - Configuration best practices - Digital engagement and omni-channel - Email, web, social, phone and messaging channels |
| Knowledge Management | 12% | - Data categories and access control - Knowledge base design and implementation - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption |
| Service Cloud Solution Design | 15% | - Scalability and maintainability - Capabilities, limitations and trade-offs - Security, compliance and performance optimization - Solution design based on requirements |
| Integrations | 10% | - Third-party system integration - CTI and telephony integration - Data exchange and synchronization |
| Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Data-driven improvement - Report and dashboard design |
| Case Management | 13% | - Entitlements, milestones and SLAs - Case deflection and self-service - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow |
| Industry Knowledge | 12% | - Contact center metrics and KPIs - Types of contact centers and their characteristics - Business challenges, risks and outcomes |
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NEW QUESTION # 22
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
Answer: B,C
NEW QUESTION # 23
Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?
Answer: C
NEW QUESTION # 24
An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations.
Which solution should the consultant recommend to meet the requirement?
Answer: B
Explanation:
To comply with global data protection and privacy regulations, the consultant should recommend systematically searching for and removing all customer personal data from production and sandbox environments. This includes data in records and unindexed free text fields, followed by refreshing sandboxes to eliminate any residual data, ensuring compliance and safeguarding customer privacy.
NEW QUESTION # 25
Milestones can be added to which three object types?
Choose 3 Answers
Answer: C,D,E
Explanation:
Explanation
Milestones can be added to work orders, cases, and entitlements in Salesforce. Work orders are records that track service requests for customers. Cases are records that track customer issues or inquiries. Entitlements are units of customer support that specify what kind of support a customer is eligible for. You can use milestones to define the required steps and time limits for resolving work orders, cases, and entitlements. Verified References: Milestones: Supported Objects
NEW QUESTION # 26
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?
Answer: A
NEW QUESTION # 27
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