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| Section | Weight | Objectives |
|---|---|---|
| Case Management | 13% | - End-to-end case lifecycle design - Case deflection and self-service - Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow |
| Implementation Strategies | 12% | - Consulting engagement lifecycle - Data migration, quality and governance - Licensing and deployment considerations - Training and adoption planning |
| Industry Knowledge | 12% | - Business challenges, risks and outcomes - Types of contact centers and their characteristics - Contact center metrics and KPIs |
| Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Report and dashboard design - Data-driven improvement |
| Intake and Interaction Channels | 13% | - Designing intake channels - Digital engagement and omni-channel - Email, web, social, phone and messaging channels - Configuration best practices |
| Integrations | 10% | - Data exchange and synchronization - CTI and telephony integration - Third-party system integration |
| Service Cloud Solution Design | 15% | - Capabilities, limitations and trade-offs - Security, compliance and performance optimization - Scalability and maintainability - Solution design based on requirements |
| Knowledge Management | 12% | - Case deflection and knowledge adoption - Article lifecycle, versioning and visibility - Data categories and access control - Knowledge base design and implementation |
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NEW QUESTION # 175
Ursa Major Solar provides onsite support for customers' solar panels. Dispatched technicians work in a specific geography during set hours of the day. Managerrefit wants to minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs.
Which feature should a Service Cloud consultant recommend?
Answer: D
Explanation:
Field Service Inventory is a feature that allows technicians to track and manage the products they need to complete their work orders. It also helps managers to optimize inventory levels and replenishment across warehouses and service vehicles. By using Field Service Inventory, Ursa Major Solar can ensure that technicians have the required products to complete repairs and minimize the number of rescheduled appointments
NEW QUESTION # 176
Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
Answer: A,C
NEW QUESTION # 177
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
Answer: A,D
NEW QUESTION # 178
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: D
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 # 179
Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case.
What should a consultant configure to show service agents when items were started, paused, resumed, and completed?
Answer: A
Explanation:
To show service agents when items were started, paused, resumed, and completed in Einstein Next Best Action, configuring the Actions & Recommendations component is recommended. This component provides visibility into the actions taken on a case, including the status of each action, enhancing transparency and collaboration among agents working on the same case.
NEW QUESTION # 180
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