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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Cloud Solution Design | 16% | - Given a scenario, analyze customer requirements to determine appropriate solution design - Given a scenario, understand the appropriate Service Cloud features and capabilities to solve a business problem |
| Topic 2: 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 |
| Topic 3: Industry Knowledge | 12% | - Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs) - Determine the risks, benefits, and business challenges of meeting a client's desired outcome |
| Topic 4: Case Management | 15% | - Describe the capabilities and use cases for case assignment, escalation, and auto-response - Explain the relationships between cases and other core features such as assets, entitlements, and work orders - Given a set of requirements, design the case management solution |
| Topic 5: Intake and Interaction Channels | 13% | - Given business process requirements, recommend the appropriate approach to intake channels and their design - 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 - Assess the design considerations and best practices when configuring an interaction channel solution - Given a set of business goals, discuss the use cases and functionality for proposed interaction channels |
| Topic 6: 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 |
| Topic 7: 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 |
| Topic 8: 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 |
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NEW QUESTION # 279
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
Answer: A,B
NEW QUESTION # 280
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
Answer: A,D
Explanation:
Creating an entitlement process and setting up milestones are steps that should be completed to hold service reps accountable to customer Service Level Agreements (SLAs). An entitlement process defines the timeline and steps required to deliver support to customers based on their entitlements. A milestone is a critical step in the support process that has a target date and time by which it must be completed. For example, a milestone could be responding to a customer within 24 hours or resolving a case within 5 days. By creating an entitlement process and setting up milestones, service reps can track their progress and ensure they meet the SLAs for each case. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones
NEW QUESTION # 281
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?
Answer: C
Explanation:
Salesforce Digital Engagement enables real-time customer interactions across various digital channels, including web chat, SMS, WhatsApp, Facebook Messenger, and more. This feature allows support agents to communicate with customers seamlessly, whether they're using computers or mobile devices.
Key Features:
* Omnichannel Support:Integrates multiple communication channels into a unified platform, ensuring consistent customer experiences.
* Real-Time Communication:Facilitates immediate interactions between customers and support agents, enhancing responsiveness.
* AI-Powered Chatbots:Utilizes Einstein Bots to handle routine inquiries, freeing up agents for more complex issues.
* Unified Agent Console:Provides agents with a consolidated view of customer interactions across all channels, improving efficiency.
By implementing Digital Engagement, Universal Containers can meet its goal of providing real-time support to customers on their preferred devices and platforms.
References:
https://www.salesforce.com/service/digital-customer-engagement-platform/software
/Salesforce+3Salesforce+3Salesforce+3
https://help.salesforce.com/s/articleView?id=sales.sales_core_digital_engagment.
htm&language=en_US&type=5Salesforce
NEW QUESTION # 282
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?
Answer: C
NEW QUESTION # 283
Universal Containers is experiencing system timeouts when running case reports. What should a consultant
recommend to improve the performance of the reports? Choose 2 answers.
Answer: D
NEW QUESTION # 284
......
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