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| Section | Objectives |
|---|---|
| Omni-Channel and Digital Engagement | - Omni-Channel routing configuration - Chat, messaging, and digital support channels |
| Automation and Process | - Flow and workflow automation for service processes - Entitlements, milestones, and SLAs |
| Knowledge Management | - Salesforce Knowledge setup and article lifecycle - Knowledge search and content delivery |
| Service Cloud Implementation | - CTI (Computer Telephony Integration) concepts - Email-to-Case and Web-to-Case setup |
| Integration and Data Management | - Integration with external service systems - Data model considerations for Service Cloud |
| Service Cloud Solution Design | - Service Cloud feature selection and architecture - Customer service processes and use case design |
| Service Cloud Analytics and Reporting | - Reports and dashboards for service performance - Key service KPIs and metrics |
| Case Management and Service Console | - Case lifecycle and routing strategies - Service Console configuration and productivity tools |
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NEW QUESTION # 29
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?
Answer: B
Explanation:
Explanation
Partner Community Login is an Experience Cloud license that allows external users such as partners or resellers to access Salesforce features such as reports, dashboards, leads, opportunities, etc. This license also allows external users to run reports as specified users, which means they can see report results based on another user's data access level. This license meets the requirements of external support managers who need to view and execute reports with this ability. Verified References: [Experience Cloud User Licenses]
NEW QUESTION # 30
What is a benefit of a quality monitoring system? Choose 2 answers
Answer: B,C
NEW QUESTION # 31
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
Answer: B,C
Explanation:
Explanation
These two metrics are useful for identifying knowledge article effectiveness, as they indicate the gaps and weaknesses in the knowledge base. Knowledge search query with no results shows how often customers and agents search for something that is not covered by any article, which suggests a need for creating new content.
Knowledge articles with the lowest rating shows how satisfied customers and agents are with the quality and relevance of the existing articles, which suggests a need for improving or updating the content. Verified References: Report on Salesforce Knowledge Articles and Knowledge Base Dashboards & Reports
NEW QUESTION # 32
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
Answer: A,C,D
NEW QUESTION # 33
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?
Answer: C
Explanation:
Customizing the pre chat form is the recommended solution to ensure chat requests contain enough information for customer service representatives to effectively respond. A pre chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer's name, email address, phone number, reason for chat, or any other custom fields. The information from the pre chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads.
The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue. Verified References: [Service Cloud Consultant Certification Guide & Tips], Set Up Pre-Chat Forms
NEW QUESTION # 34
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