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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integrations | 10% | - Data exchange and synchronization - Third-party system integration - CTI and telephony integration |
| Topic 2: Industry Knowledge | 12% | - Types of contact centers and their characteristics - Contact center metrics and KPIs - Business challenges, risks and outcomes |
| Topic 3: Service Cloud Solution Design | 15% | - Security, compliance and performance optimization - Solution design based on requirements - Scalability and maintainability - Capabilities, limitations and trade-offs |
| Topic 4: Implementation Strategies | 12% | - Licensing and deployment considerations - Training and adoption planning - Consulting engagement lifecycle - Data migration, quality and governance |
| Topic 5: Contact Center Analytics | 10% | - Data-driven improvement - Key metrics and KPIs tracking - Report and dashboard design |
| Topic 6: Case Management | 13% | - Entitlements, milestones and SLAs - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow - Case deflection and self-service |
| Topic 7: Intake and Interaction Channels | 13% | - Designing intake channels - Email, web, social, phone and messaging channels - Configuration best practices - Digital engagement and omni-channel |
| Topic 8: Knowledge Management | 12% | - Case deflection and knowledge adoption - Knowledge base design and implementation - Data categories and access control - Article lifecycle, versioning and visibility |
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NEW QUESTION # 134
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.
Which approach should a consultant use for data migration?
Answer: C
Explanation:
For data migration to Salesforce, including active accounts, contacts, and historical cases, the recommended approach is to Plan, Prepare, Test, Execute, and Validate. This structured approach ensures thorough preparation, testing for accuracy, execution of the migration, and validation of the data post-migration, ensuring a smooth transition to Salesforce with accurate and complete data.
NEW QUESTION # 135
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?
Answer: C
NEW QUESTION # 136
Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case.
What is the recommended level of case access for the Case Team role?
Answer: A
Explanation:
For specialists added to predefined case teams, providing Read-Only access as the level of case access for the Case Team role is recommended. This allows specialists to view cases and related records without the ability to edit case details, ensuring they can contribute to case resolution while maintaining data integrity.
NEW QUESTION # 137
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
Answer: B
NEW QUESTION # 138
Universal Banking needs to provide a public knowledge base on its website. The company has three product
groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common
questions about each product area. How should Knowledge be configured? Choose 2 answers.
Answer: C,D
NEW QUESTION # 139
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