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| Section | Weight | Objectives |
|---|---|---|
| Case Management | 13% | - Entitlements, milestones and SLAs - Case deflection and self-service - Automation: assignment rules, escalation, workflow - End-to-end case lifecycle design |
| Knowledge Management | 12% | - Knowledge base design and implementation - Case deflection and knowledge adoption - Article lifecycle, versioning and visibility - Data categories and access control |
| Integrations | 10% | - Data exchange and synchronization - Third-party system integration - CTI and telephony integration |
| Industry Knowledge | 12% | - Types of contact centers and their characteristics - Contact center metrics and KPIs - Business challenges, risks and outcomes |
| Implementation Strategies | 12% | - Consulting engagement lifecycle - Licensing and deployment considerations - Data migration, quality and governance - Training and adoption planning |
| Service Cloud Solution Design | 15% | - Capabilities, limitations and trade-offs - Scalability and maintainability - Solution design based on requirements - Security, compliance and performance optimization |
| Contact Center Analytics | 10% | - Report and dashboard design - Key metrics and KPIs tracking - Data-driven improvement |
| Intake and Interaction Channels | 13% | - Email, web, social, phone and messaging channels - Digital engagement and omni-channel - Configuration best practices - Designing intake channels |
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NEW QUESTION # 206
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?
Answer: A
Explanation:
Explanation
Tracking Net Promoter Scores (NPS) as part of an automated survey after case closure for every case is a KPI that can help explain the disparity between customer satisfaction and CSAT. NPS is a metric that measures how likely customers are to recommend a company or product to others, based on a scale from 0 to 10. NPS can help capture the overall loyalty and satisfaction of customers, as well as their feedback and testimonials.
NPS can be integrated with Salesforce using third-party apps or custom solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.nps_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.nps_salesforce.htm&type=5
NEW QUESTION # 207
Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers
Answer: A,C
Explanation:
These are two reasons why the integration is failing after migrating from Classic Knowledge to Lightning Knowledge. The URL formats for articles change when migrating from Classic Knowledge to Lightning Knowledge, so any integration that relies on URLs needs to be updated accordingly. Also, users need to have Modify All permission on the article type object to delete archived articles in Lightning Knowledge, whereas in Classic Knowledge they only needed Delete permission on the article type object. Verified References: :
URL Formats for Articles Change When Migrating from Classic Knowledge to Lightning Knowledge : Delete Archived Articles in Lightning Knowledge
NEW QUESTION # 208
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: C
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 # 209
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles.
After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases.
What is the recommended method to meet the requirements?
Answer: C
Explanation:
To ensure that prior versions of Knowledge articles remain associated with closed cases after updates, selecting the "Flag as new version" checkbox when publishing the revised articles is recommended. This approach maintains the link between closed cases and the specific article versions referenced at the time, preserving the accuracy of historical case resolutions.
NEW QUESTION # 210
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?
Answer: D
NEW QUESTION # 211
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