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| Section | Weight | Objectives |
|---|---|---|
| Integrations | 10% | - CTI and telephony integration - Data exchange and synchronization - Third-party system integration |
| Intake and Interaction Channels | 13% | - Email, web, social, phone and messaging channels - Digital engagement and omni-channel - Designing intake channels - Configuration best practices |
| Case Management | 13% | - Case deflection and self-service - End-to-end case lifecycle design - Automation: assignment rules, escalation, workflow - Entitlements, milestones and SLAs |
| Implementation Strategies | 12% | - Training and adoption planning - Licensing and deployment considerations - Data migration, quality and governance - Consulting engagement lifecycle |
| Industry Knowledge | 12% | - Business challenges, risks and outcomes - Contact center metrics and KPIs - Types of contact centers and their characteristics |
| Service Cloud Solution Design | 15% | - Capabilities, limitations and trade-offs - Scalability and maintainability - Security, compliance and performance optimization - Solution design based on requirements |
| Contact Center Analytics | 10% | - Report and dashboard design - Data-driven improvement - Key metrics and KPIs tracking |
| Knowledge Management | 12% | - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption - Knowledge base design and implementation - Data categories and access control |
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NEW QUESTION # 66
UC is creating an inbound customer support contact center to handle questions about using its products. What
should be considered when designing the contact center?
Answer: D
NEW QUESTION # 67
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
Answer: A
NEW QUESTION # 68
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
Answer: B
Explanation:
Adding more support phone lines is a solution that can address the problem of the support team being unable to provide same-day customer assistance due to high demand. Adding more support phone lines can increase the capacity and availability of the support team to handle incoming calls from customers. This can reduce the wait time and improve customer satisfaction. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.service_phone_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.service_phone_setup.htm&type=5
NEW QUESTION # 69
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
Answer: D
Explanation:
Explanation
Field Service Lightning is a solution that enables managers to coordinate service engineers across multiple territories. It provides features such as scheduling, dispatching, routing, inventory management, and work order management. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.field_service_basics.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.field_service_overview.htm&type=5
NEW QUESTION # 70
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?
Answer: B
Explanation:
Explanation
Omni-Channel with Skills-Based Routing is the recommended solution to meet the requirements of Cloud Kicks (CK). Omni-Channel is a feature that allows you to manage the distribution and prioritization of work items (such as cases, chats, leads, or orders) across different channels (such as voice, chat, social, email, video, and web) and agents. Skills-Based Routing is a type of routing model that assigns work items to agents based on their skills and skill levels. For example, an agent who is certified on a specific product line and trained in chat support can receive chat requests related to that product line. Omni-Channel with Skills-Based Routing can help CK provide support through multiple channels, ensure a consistent customer experience, and match work items with agent expertise. Verified References: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Overview, Set Up Skills-Based Routing
NEW QUESTION # 71
......
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