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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 2: Case Management | 15% | - Explain the relationships between cases and other core features such as assets, entitlements, and work orders - Given a set of requirements, design the case management solution - Describe the capabilities and use cases for case assignment, escalation, and auto-response |
| Topic 3: Integrations | 10% | - Explain the use cases and considerations for core Service Cloud integrations - Explain the use cases and considerations for third-party solutions and connections to external sources of data |
| Topic 4: 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 5: 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 6: 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 |
| Topic 7: Implementation Strategies | 12% | - Explain the considerations and implications for data migration, data quality, data governance, and large data volumes - Given a scenario, recommend appropriate Service Cloud deployment and training strategies - Given a scenario, determine how to participate in a successful consulting engagement |
| Topic 8: Intake and Interaction Channels | 13% | - 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 - 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 |
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NEW QUESTION # 48
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
Answer: B,C,D
NEW QUESTION # 49
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?
Choose 3 answers
Answer: A,C,D
NEW QUESTION # 50
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
Answer: B,C
Explanation:
Explanation
Case assignment rules are rules that automatically assign cases to users or queues based on certain criteria.
You can create a case assignment rule to ensure that cases are owned by a user when they are closed, by setting the criteria to match the closed case status and the action to assign the case to the user who last modified it. This way, you can prevent cases from being closed while still owned by a queue. To correct the existing problem of hundreds of cases that are closed but still owned by a queue, you can use a data tool such as Data Loader or Import Wizard to update the owner field on those cases in bulk. Verified References: [Case Assignment Rules] and [Data Tools]
NEW QUESTION # 51
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
Answer: C
Explanation:
Explanation
Setting up communication channel layouts in the object manager to use Insert Article into Social post is a solution that can enable article insertion into social interactions in Lightning Knowledge. Communication channel layouts allow administrators to customize how articles appear in different channels, such as email, chat, or social media. Insert Article into Social post is an action that allows agents to insert articles into social posts using Social Customer Service. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_communication_channel_layouts.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_insert_article_content_email.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5
NEW QUESTION # 52
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support
team for each product that it supports. Contact center agents should only be able to view articles for the
product they support. What solution should a consultant recommend to meet this requirement?
Answer: A
NEW QUESTION # 53
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