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| Section | Weight | Objectives |
|---|---|---|
| Intake and Interaction Channels | 13% | - Designing intake channels - Configuration best practices - Digital engagement and omni-channel - Email, web, social, phone and messaging channels |
| Industry Knowledge | 12% | - Business challenges, risks and outcomes - Types of contact centers and their characteristics - Contact center metrics and KPIs |
| Implementation Strategies | 12% | - Consulting engagement lifecycle - Data migration, quality and governance - Licensing and deployment considerations - Training and adoption planning |
| Integrations | 10% | - Data exchange and synchronization - Third-party system integration - CTI and telephony integration |
| Case Management | 13% | - Entitlements, milestones and SLAs - Case deflection and self-service - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow |
| Service Cloud Solution Design | 15% | - Scalability and maintainability - Security, compliance and performance optimization - Capabilities, limitations and trade-offs - Solution design based on requirements |
| Contact Center Analytics | 10% | - Data-driven improvement - Report and dashboard design - Key metrics and KPIs tracking |
| Knowledge Management | 12% | - Article lifecycle, versioning and visibility - Knowledge base design and implementation - Data categories and access control - Case deflection and knowledge adoption |
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NEW QUESTION # 249
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers
Answer: B,D
Explanation:
On-Demand Email-to-Case and Web-to-Case forms are features that a consultant should suggest to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer. These features can help automate the case creation process from email or web sources, as well as support file attachments. For example:
* On-Demand Email-to-Case is a feature that allows you to convert customer emails into cases without installing an agent in your network. On-Demand Email-to-Case can handle up to 5000 new cases per day, and can also accept file attachments up to 25 MB in size. On-Demand Email-to-Case can help reduce the manual work of creating cases from emails, as well as preserve the email formatting and headers.
* Web-to-Case forms are forms that you can embed on your website to allow customers to submit cases directly to Salesforce. Web-to-Case forms can handle up to 5000 new cases per day, and can also accept file attachments up to 25 MB in size. Web-to-Case forms can help capture customer information and issues from your website, as well as reduce the email and phone traffic to your support team.
Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up On-Demand Email-to-Case, [Set Up Web-to-Case]
NEW QUESTION # 250
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
Answer: C,D,E
Explanation:
Explanation
All Cases closed Month-to-date, Case resolution time, and All Cases by Customer are metrics that can be used to help executive management understand service center costs. All Cases closed Month-to-date shows the number of cases that have been resolved within a given month. This metric can indicate the productivity and efficiency of the service center. Case resolution time shows the average time it takes to close a case from the moment it is created. This metric can reflect the quality and effectiveness of the service center. All Cases by Customer shows the distribution of cases across different customers or accounts. This metric can reveal the profitability and loyalty of different customer segments. Verified References: Service Cloud Consultant Certification Guide & Tips, Reports and Dashboards Overview
NEW QUESTION # 251
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?
Answer: C
NEW QUESTION # 252
Universal Containers (UC) hired agents in an expansion of the contact center.
Getting agents up to speed and fully productive is a priority.
UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?
Answer: B
NEW QUESTION # 253
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and
Facebook?
Answer: C
NEW QUESTION # 254
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