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| Section | Objectives |
|---|---|
| Service Cloud Analytics and Reporting | - Key service KPIs and metrics - Reports and dashboards for service performance |
| Knowledge Management | - Knowledge search and content delivery - Salesforce Knowledge setup and article lifecycle |
| Service Cloud Implementation | - Email-to-Case and Web-to-Case setup - CTI (Computer Telephony Integration) concepts |
| Omni-Channel and Digital Engagement | - Chat, messaging, and digital support channels - Omni-Channel routing configuration |
| Integration and Data Management | - Integration with external service systems - Data model considerations for Service Cloud |
| Case Management and Service Console | - Service Console configuration and productivity tools - Case lifecycle and routing strategies |
| Automation and Process | - Flow and workflow automation for service processes - Entitlements, milestones, and SLAs |
| Service Cloud Solution Design | - Service Cloud feature selection and architecture - Customer service processes and use case design |
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NEW QUESTION # 136
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?
Answer: B
Explanation:
Explanation
Partner Community Login is an Experience Cloud license that allows external users such as partners or resellers to access Salesforce features such as reports, dashboards, leads, opportunities, etc. This license also allows external users to run reports as specified users, which means they can see report results based on another user's data access level. This license meets the requirements of external support managers who need to view and execute reports with this ability. Verified References: [Experience Cloud User Licenses]
NEW QUESTION # 137
Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system.
Agents currently jump between applications to search for these details and have asked if this process can be improved.
Which approach should the consultant recommend to streamline the process?
Answer: A
Explanation:
To streamline the process for service agents seeking order updates from a separate ERP system, using Salesforce Connect to integrate External Objects is recommended. This approach allows real-time access to order information directly within Salesforce, eliminating the need to switch between applications and improving efficiency in handling customer requests.
NEW QUESTION # 138
Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?
Answer: B
Explanation:
For Universal Containers, which requires all email traffic to remain within its firewall and handles a high volume of cases with attachments, Email-to-Case is the recommended solution. Email-to-Case allows emails to be converted into cases within Salesforce while keeping email data secure within the company's firewall, accommodating the need for security and efficiency in handling customer cases.
NEW QUESTION # 139
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: B
NEW QUESTION # 140
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
Answer: D
Explanation:
Explanation
Field Service Lightning is a solution that enables managers to coordinate service engineers across multiple territories. It provides features such as scheduling, dispatching, routing, inventory management, and work order management. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.field_service_basics.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.field_service_overview.htm&type=5
NEW QUESTION # 141
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