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| Section | Weight | Objectives |
|---|---|---|
| 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 |
| Knowledge Management | 9% | - Given a scenario, recommend the appropriate approach for Knowledge migration and deployment - Explain the knowledge article lifecycle and its implications - Describe the key features of Lightning Knowledge |
| Intake and Interaction Channels | 13% | - Given a set of business goals, discuss the use cases and functionality for proposed interaction channels - Assess the design considerations and best practices when configuring an interaction channel solution - 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 - Explain agentic service capabilities, use cases, and configuration processes |
| Implementation Strategies | 12% | - Explain the considerations and implications for data migration, data quality, data governance, and large data volumes - Given a scenario, recommend appropriate Service Cloud deployment and training strategies - Given a scenario, determine how to participate in a successful consulting engagement |
| Case Management | 15% | - Explain the relationships between cases and other core features such as assets, entitlements, and work orders - Given a set of requirements, design the case management solution - Describe the capabilities and use cases for case assignment, escalation, and auto-response |
| 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 |
| Service Cloud Solution Design | 16% | - Given a scenario, analyze customer requirements to determine appropriate solution design - Given a scenario, understand the appropriate Service Cloud features and capabilities to solve a business problem |
| Contact Center Analytics | 5% | - Explain the capabilities and use cases for Salesforce and third-party reporting tools - Given a set of desired metrics, determine the appropriate reporting solution |
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NEW QUESTION # 217
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
Answer: C
NEW QUESTION # 218
A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request.
Which feature will help CK users archive and access the case information from an External Object?
Answer: B
Explanation:
Salesforce Big Objects are purpose-built to handle large volumes of data-ideal for archiving long-term historical records such as 5 years of case data. They store data natively within Salesforce while minimizing impact on standard object storage limits.
Big Objects support custom definitions and can be queried using Async SOQL for efficient data retrieval.
This is well-suited for scenarios where data is infrequently accessed but must remain available for auditing or customer service inquiries. Unlike Salesforce Connect, which displays external data, Big Objects retain the data within Salesforce, which is key for compliance and availability needs.
References:https://developer.salesforce.com/docs/atlas.en-us.bigobjects.meta/bigobjects/big_object.
htmhttps://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/big_objects_guide.pdf
NEW QUESTION # 219
The manager of a large credit card contact center needs to understand how many customers call daily to check
their balance without speaking with an agent. Which system would be used to generate the report?
Answer: B
NEW QUESTION # 220
Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.
When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?
Answer: C
Explanation:
When setting up Service Cloud, optimizing the user interface for improved usability is crucial to ensure service agents have access to the right customer information. A well-designed UI enhances navigation and access to relevant data, enabling agents to resolve customer issues more efficiently and effectively, improving overall service quality and customer satisfaction.
NEW QUESTION # 221
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?
Answer: C
NEW QUESTION # 222
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