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| Section | Weight | Objectives |
|---|---|---|
| Service Cloud Solution Design | 16% | - Given a scenario, understand the appropriate Service Cloud features and capabilities to solve a business problem - Given a scenario, analyze customer requirements to determine appropriate solution design |
| Knowledge Management | 9% | - Given a scenario, recommend the appropriate approach for Knowledge migration and deployment - Explain the knowledge article lifecycle and its implications - Describe the key features of Lightning Knowledge |
| Industry Knowledge | 12% | - Determine the risks, benefits, and business challenges of meeting a client's desired outcome - Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs) |
| 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 |
| Intake and Interaction Channels | 13% | - 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 - Explain agentic service capabilities, use cases, and configuration processes - Given a set of business goals, discuss the use cases and functionality for proposed interaction channels - Given business process requirements, recommend the appropriate approach to intake channels and their design |
| Case Management | 15% | - Describe the capabilities and use cases for case assignment, escalation, and auto-response - 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 |
| Implementation Strategies | 12% | - Given a scenario, recommend appropriate Service Cloud deployment and training strategies - Given a scenario, determine how to participate in a successful consulting engagement - Explain the considerations and implications for data migration, data quality, data governance, and large data volumes |
| 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 # 34
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers
Answer: C,D
Explanation:
These are two features that a consultant should recommend to help reduce the call wait time and improve customer service. Chat is a feature that allows customers to interact with agents in real time through a web-based chat window. Chat can help reduce the call volume and provide faster and more personalized service. Case Auto-Response is a feature that allows administrators to set up automatic email responses to customers who submit cases via email or web. Case Auto-Response can help acknowledge the receipt of the case, provide a case number, and set expectations for the resolution time. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.live_agent_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_email_autoresponse.htm&type=5
NEW QUESTION # 35
What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?
Answer: A
Explanation:
When implementing Salesforce Chat functionality, it's important to integrate it with Omni-Channel for routing. This ensures that chat requests are distributed based on agent availability and workload, aligning with overall service channel management and ensuring efficient handling of customer inquiries.
NEW QUESTION # 36
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
Answer: B,D
Explanation:
Service Console and Messaging are two features that will help meet the requirements for supporting customers through SMS text messaging and WhatsApp. Service Console is a customized interface that allows agents to manage multiple customer interactions in one place, switch between different channels, and access relevant information and tools. Messaging is a feature that enables agents to communicate with customers through SMS text messaging and WhatsApp from within Service Cloud, using predefined templates, quick replies, emojis, and attachments.Verified References: : Service Console Overview : : Messaging Overview
NEW QUESTION # 37
Which advantage does Salesforce provide with the OpenCTI framework?
Answer: C
Explanation:
Salesforce's OpenCTI (Computer Telephony Integration) framework offers the advantage of allowing agents to use telephony across various browsers and operating systems without the need for multiple developments.
This cross-platform compatibility ensures a consistent user experience and simplifies telephony integration within Salesforce, enhancing efficiency and accessibility for service agents.
NEW QUESTION # 38
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
Answer: B,D
NEW QUESTION # 39
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