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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implementation Strategies | 12% | - Given a scenario, determine how to participate in a successful consulting engagement - Given a scenario, recommend appropriate Service Cloud deployment and training strategies - Explain the considerations and implications for data migration, data quality, data governance, and large data volumes |
| Topic 2: Intake and Interaction Channels | 13% | - Given a set of business requirements, recommend an appropriate use for AI agents in the customer service process - Assess the design considerations and best practices when configuring an interaction channel solution - Given business process requirements, recommend the appropriate approach to intake channels and their design - 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 |
| Topic 3: 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 |
| Topic 4: 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 |
| Topic 5: 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) |
| Topic 6: Integrations | 10% | - Explain the use cases and considerations for third-party solutions and connections to external sources of data - Explain the use cases and considerations for core Service Cloud integrations |
| Topic 7: Knowledge Management | 9% | - Describe the key features of Lightning Knowledge - Explain the knowledge article lifecycle and its implications - Given a scenario, recommend the appropriate approach for Knowledge migration and deployment |
| Topic 8: Contact Center Analytics | 5% | - Given a set of desired metrics, determine the appropriate reporting solution - Explain the capabilities and use cases for Salesforce and third-party reporting tools |
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NEW QUESTION # 215
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
Answer: D
NEW QUESTION # 216
Universal Containers Executives want to see contact center metrics from each of its different geographic
regions. How should a Consultant support this requirement?
Answer: D
NEW QUESTION # 217
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a
consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
Answer: B,D
NEW QUESTION # 218
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
Answer: B
Explanation:
Explanation
The Knowledge Importer is a tool that allows you to import articles from CSV files into Lightning Knowledge. However, it does not support importing file attachments from external knowledge bases. To migrate the file attachments, you need to use the Files Related List on each article to add files to your articles manually. You can upload files from your computer or select files from Salesforce or an external source such as Google Drive or Box. Verified References: [Import Articles into Lightning Knowledge] and [Add Files to Articles]
NEW QUESTION # 219
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
Answer: C
NEW QUESTION # 220
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