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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Contact Center Analytics | 10% | - Key metrics and KPIs tracking - Data-driven improvement - Report and dashboard design |
| Topic 2: Industry Knowledge | 12% | - Types of contact centers and their characteristics - Business challenges, risks and outcomes - Contact center metrics and KPIs |
| Topic 3: Service Cloud Solution Design | 15% | - Solution design based on requirements - Capabilities, limitations and trade-offs - Scalability and maintainability - Security, compliance and performance optimization |
| Topic 4: Knowledge Management | 12% | - Case deflection and knowledge adoption - Data categories and access control - Knowledge base design and implementation - Article lifecycle, versioning and visibility |
| Topic 5: Case Management | 13% | - Automation: assignment rules, escalation, workflow - Entitlements, milestones and SLAs - Case deflection and self-service - End-to-end case lifecycle design |
| Topic 6: Intake and Interaction Channels | 13% | - Designing intake channels - Configuration best practices - Digital engagement and omni-channel - Email, web, social, phone and messaging channels |
| Topic 7: Integrations | 10% | - Third-party system integration - Data exchange and synchronization - CTI and telephony integration |
| Topic 8: Implementation Strategies | 12% | - Data migration, quality and governance - Training and adoption planning - Consulting engagement lifecycle - Licensing and deployment considerations |
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NEW QUESTION # 88
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?
Answer: B
Explanation:
The dashboard viewer is the recommended running user to meet the requirements of standardizing the service KPIs for response time and first case closure rates. The dashboard viewer is a setting that allows the dashboard to display data according to the security settings of the user who is viewing it. This means that each user will see the same KPIs calculated using only the data they can access. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.dashboards_running_user.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dashboards_dynamic.htm&type=5
NEW QUESTION # 89
Ursa Major Solar's support department would like to implement a process to ensure customers receive the appropriate support based on their service-level agreements (SLAs).
Which feature should the consultant configure as part of the implementation?
Answer: A
Explanation:
Milestones are key components of Entitlement Management in Service Cloud that define SLA-based time targets (e.g., First Response or Resolution Time) on cases. Milestones track whether SLAs are met and can trigger alerts or actions when time thresholds are reached.
Option B (Escalation Rule) routes cases based on conditions but doesn't enforce SLA timing.
Option C (Scheduled Flow Action) can automate reminders but isn't designed for SLA tracking.
Referenced Salesforce Materials:
* Service Cloud Consultant Exam Guide - Case Management Domain.
* Salesforce Help: "Set Up Milestones and Entitlements to Enforce SLAs."
* Salesforce Winter '23 Release Notes - Entitlement Management Enhancements.
NEW QUESTION # 90
Support cent' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to
10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers
Answer: A,D
Explanation:
These are two service console features that work together to improve the process of making a phone call to the customer based on the case notes. 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 making a phone call to the customer. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and find the phone number in the case notes. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_history_overview.htm&type=5
NEW QUESTION # 91
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this
best be achieved?
Answer: B
NEW QUESTION # 92
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?
Answer: D
NEW QUESTION # 93
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