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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Case Management | 13% | - Case deflection and self-service - Entitlements, milestones and SLAs - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow |
| Topic 2: Integrations | 10% | - Third-party system integration - CTI and telephony integration - Data exchange and synchronization |
| Topic 3: Implementation Strategies | 12% | - Data migration, quality and governance - Consulting engagement lifecycle - Training and adoption planning - Licensing and deployment considerations |
| Topic 4: Knowledge Management | 12% | - Knowledge base design and implementation - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption - Data categories and access control |
| Topic 5: Industry Knowledge | 12% | - Types of contact centers and their characteristics - Contact center metrics and KPIs - Business challenges, risks and outcomes |
| Topic 6: Intake and Interaction Channels | 13% | - Email, web, social, phone and messaging channels - Configuration best practices - Designing intake channels - Digital engagement and omni-channel |
| Topic 7: Contact Center Analytics | 10% | - Report and dashboard design - Data-driven improvement - Key metrics and KPIs tracking |
| Topic 8: Service Cloud Solution Design | 15% | - Scalability and maintainability - Capabilities, limitations and trade-offs - Security, compliance and performance optimization - Solution design based on requirements |
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NEW QUESTION # 217
Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers
Answer: B,C
Explanation:
Explanation
These are two actions that will improve the performance of the case list views that are slow to load because of the large number of cases in the system. Filtering the views by case owner will limit the number of records returned by the views and make them load faster. Reducing the number of fields displayed will also reduce the amount of data rendered by the views and improve their speed. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reports_listviews_bestpractices.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_listviews_create.htm&type=5
NEW QUESTION # 218
Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app.
Which feature should a consultant recommend?
Answer: A
Explanation:
To enable customers to send messages via their preferred mobile app to agents in the Service Console, the
"Messaging" feature in Salesforce is recommended. This feature integrates various messaging platforms with the Service Cloud, allowing agents to communicate with customers through their preferred channels, enhancing customer experience and engagement.
NEW QUESTION # 219
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?
Answer: A
NEW QUESTION # 220
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
Answer: A
NEW QUESTION # 221
Support agents need to verify that customers are eligible to receive customer support before they can update
the
Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
Answer: A,C
NEW QUESTION # 222
......
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