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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integrations | 10% | - Third-party system integration - CTI and telephony integration - Data exchange and synchronization |
| Topic 2: Case Management | 13% | - Automation: assignment rules, escalation, workflow - End-to-end case lifecycle design - Case deflection and self-service - Entitlements, milestones and SLAs |
| Topic 3: Contact Center Analytics | 10% | - Report and dashboard design - Key metrics and KPIs tracking - Data-driven improvement |
| Topic 4: Industry Knowledge | 12% | - Types of contact centers and their characteristics - Business challenges, risks and outcomes - Contact center metrics and KPIs |
| Topic 5: Knowledge Management | 12% | - Data categories and access control - Knowledge base design and implementation - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption |
| Topic 6: Service Cloud Solution Design | 15% | - Solution design based on requirements - Capabilities, limitations and trade-offs - Scalability and maintainability - Security, compliance and performance optimization |
| Topic 7: Intake and Interaction Channels | 13% | - Designing intake channels - Email, web, social, phone and messaging channels - Configuration best practices - Digital engagement and omni-channel |
| Topic 8: Implementation Strategies | 12% | - Licensing and deployment considerations - Data migration, quality and governance - Training and adoption planning - Consulting engagement lifecycle |
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NEW QUESTION # 188
The support manager at universal containers has noticed an increase in average case age, which is negatively
impacting customer satisfaction. To research the situation, the support manager wants to know the amount of
time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
Answer: A
NEW QUESTION # 189
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers
Answer: B,C
NEW QUESTION # 190
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?
Answer: A
Explanation:
Explanation
Assigning team-based profiles to the associated product data category value is a solution that can meet the requirement of allowing contact center agents to only view articles for the product they support. Data category values are subcategories that can be used to further refine and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data category values are accessible for each user. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_assign.htm&type=5
NEW QUESTION # 191
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
Answer: B,C,D
Explanation:
Explanation
Knowledge-Centered Support (KCS) is a methodology that enhances how customer service and support teams access and use knowledge to deliver greater value to customers, employees, and stakeholders. Some of the benefits that can be expected from KCS adoption are:
Increased call deflection: KCS enables customers to find answers to their questions or issues through self-service channels, such as knowledge bases, communities, or chatbots. This reduces the number of calls or emails that reach the support team and improves customer satisfaction and loyalty.
Reduced issue resolution time: KCS allows agents to access and update knowledge articles as part of their support process. This helps them find the information they need to solve problems faster and more accurately, as well as share their knowledge with other agents and customers.
Optimized use of resources: KCS reduces the need for dedicated knowledge management roles or processes, as knowledge creation and maintenance are integrated into the support workflow. This frees up time and resources for other value-added activities, such as product improvement, innovation, or training. Verified References: Service Cloud Consultant Certification Guide & Tips, Knowledge-Centered Service (KCS) Overview
NEW QUESTION # 192
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
Answer: A,D
NEW QUESTION # 193
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