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| Section | Weight | Objectives |
|---|---|---|
| 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 |
| Intake and Interaction Channels | 13% | - Given a set of business requirements, recommend an appropriate use for AI agents in the customer service process - Given a set of business goals, discuss the use cases and functionality for proposed interaction channels - Given business process requirements, recommend the appropriate approach to intake channels and their design - Explain agentic service capabilities, use cases, and configuration processes - Assess the design considerations and best practices when configuring an interaction channel solution |
| Contact Center Analytics | 5% | - Given a set of desired metrics, determine the appropriate reporting solution - Explain the capabilities and use cases for Salesforce and third-party reporting tools |
| Implementation Strategies | 12% | - Given a scenario, determine how to participate in a successful consulting engagement - Given a scenario, recommend appropriate Service Cloud deployment and training strategies - Explain the considerations and implications for data migration, data quality, data governance, and large data volumes |
| Case Management | 15% | - Describe the capabilities and use cases for case assignment, escalation, and auto-response - Given a set of requirements, design the case management solution - Explain the relationships between cases and other core features such as assets, entitlements, and work orders |
| Knowledge Management | 9% | - Given a scenario, recommend the appropriate approach for Knowledge migration and deployment - Describe the key features of Lightning Knowledge - Explain the knowledge article lifecycle and its implications |
| Service Cloud Solution Design | 16% | - Given a scenario, understand the appropriate Service Cloud features and capabilities to solve a business problem - Given a scenario, analyze customer requirements to determine appropriate solution design |
| 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 |
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NEW QUESTION # 260
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers
Answer: B,C
Explanation:
Explanation
Article record types are record types that define different types of articles in Lightning Knowledge, such as FAQs, How-Tos, Policies, etc. They determine which fields, page layouts, and actions are available for each article type. To import an external knowledge base to Lightning Knowledge using the Knowledge Importer, you need to create article record types before the import and have each article record type in a separate CSV file. The CSV file name must match the article record type name exactly. Verified References: [Import Articles into Lightning Knowledge]
NEW QUESTION # 261
Universal Containers (UC) created a new mobile app that enables customers to place orders and track
fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should
be added to meet this requirement? Choose 2 answers
Answer: A,B
NEW QUESTION # 262
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?
Answer: C
NEW QUESTION # 263
A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe' to improve the process' Choose 2 answers
Answer: B,C
Explanation:
Explanation
These are two Service Cloud features that work together to improve the process of closing a case and sending a survey through email. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when closing a case and sending a survey through email. Email Templates are tools that allow administrators to create predefined email messages that can be used for common purposes, such as sending surveys or confirmations.
Email Templates can help ensure consistent and professional communication with customers. Verified References: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.email_templates_overview.htm&type=5
NEW QUESTION # 264
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: C
NEW QUESTION # 265
......
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