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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Case Management | 15% | - 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 - Describe the capabilities and use cases for case assignment, escalation, and auto-response |
| Topic 2: Intake and Interaction Channels | 13% | - Explain agentic service capabilities, use cases, and configuration processes - Assess the design considerations and best practices when configuring an interaction channel solution - Given a set of business goals, discuss the use cases and functionality for proposed interaction channels - Given a set of business requirements, recommend an appropriate use for AI agents in the customer service process - Given business process requirements, recommend the appropriate approach to intake channels and their design |
| Topic 3: Knowledge Management | 9% | - Explain the knowledge article lifecycle and its implications - Describe the key features of Lightning Knowledge - Given a scenario, recommend the appropriate approach for Knowledge migration and deployment |
| Topic 4: 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 |
| Topic 5: 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 |
| Topic 6: 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 |
| Topic 7: Implementation Strategies | 12% | - 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 - Given a scenario, determine how to participate in a successful consulting engagement |
| Topic 8: 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 # 286
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?
Answer: D
NEW QUESTION # 287
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
Answer: A
NEW QUESTION # 288
Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?
Answer: C
Explanation:
Explanation
Omni-Channel Supervisor is a solution that can enable supervisors to respond to flags and provide responses that only the agent can view. Omni-Channel Supervisor is a tool that allows supervisors to monitor and manage the work and performance of agents in real time. Omni-Channel Supervisor can help supervisors respond to flags raised by agents who encounter issues and provide private coaching messages that only the agent can see. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_flags.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_messages.htm&type=5
NEW QUESTION # 289
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
Answer: D
NEW QUESTION # 290
Milestones can be added to which three object types?
Choose 3 Answers
Answer: A,B,C
Explanation:
Explanation
Milestones can be added to work orders, cases, and entitlements in Salesforce. Work orders are records that track service requests for customers. Cases are records that track customer issues or inquiries. Entitlements are units of customer support that specify what kind of support a customer is eligible for. You can use milestones to define the required steps and time limits for resolving work orders, cases, and entitlements. Verified References: Milestones: Supported Objects
NEW QUESTION # 291
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