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| Section | Weight | Objectives |
|---|---|---|
| Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Report and dashboard design - Data-driven improvement |
| Intake and Interaction Channels | 13% | - Designing intake channels - Configuration best practices - Digital engagement and omni-channel - Email, web, social, phone and messaging channels |
| Case Management | 13% | - Case deflection and self-service - Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow - End-to-end case lifecycle design |
| Integrations | 10% | - CTI and telephony integration - Third-party system integration - Data exchange and synchronization |
| Implementation Strategies | 12% | - Data migration, quality and governance - Training and adoption planning - Consulting engagement lifecycle - Licensing and deployment considerations |
| Service Cloud Solution Design | 15% | - Solution design based on requirements - Capabilities, limitations and trade-offs - Security, compliance and performance optimization - Scalability and maintainability |
| Knowledge Management | 12% | - Case deflection and knowledge adoption - Knowledge base design and implementation - Data categories and access control - Article lifecycle, versioning and visibility |
| Industry Knowledge | 12% | - Business challenges, risks and outcomes - Types of contact centers and their characteristics - Contact center metrics and KPIs |
>> Practice Service-Cloud-Consultant Exam Pdf <<
Salesforce Service-Cloud-Consultant is a certification exam to test IT expertise and skills. If you find a job in the IT industry, many human resource managers in the interview will reference what Salesforce related certification you have. If you have Salesforce Service-Cloud-Consultant Certification, apparently, it can improve your competitiveness.
NEW QUESTION # 246
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance
testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
Answer: A,B
NEW QUESTION # 247
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
Answer: D
Explanation:
Data categories are a way to classify and organize your knowledge articles based on criteria such as products, topics, or audiences. You can create data category groups to define the top-level categories for your articles, and then create subcategories within each group. You can also control which users can access which categories based on their roles or permission sets. To meet the requirement of Universal Containers, you can create a single data category group for each division and assign the categories to the roles that belong to that division.
This way, each division will only see its own articles when performing a search. Verified References: Data Categories
NEW QUESTION # 248
Which search mechanism should be used to find case comments from within the lightning service console?
Answer: B
Explanation:
Global search is a search mechanism that allows users to find records and information across multiple objects and fields in Salesforce. Global search can be used to find case comments from within the Lightning Service Console by entering keywords in the search box and selecting Case Comments from the drop-down list. Users can also filter the search results by fields such as case number, case owner, or comment date. Verified References: Service Cloud Consultant Certification Guide & Tips, Find What You Need with Search
NEW QUESTION # 249
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
Answer: A,D
NEW QUESTION # 250
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?
Answer: D
NEW QUESTION # 251
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