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| Section | Weight | Objectives |
|---|---|---|
| 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 |
| 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 |
| 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 |
| 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 |
| Case Management | 15% | - 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 - Describe the capabilities and use cases for case assignment, escalation, and auto-response |
| 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 |
| Intake and Interaction Channels | 13% | - 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 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 a set of business goals, discuss the use cases and functionality for proposed interaction channels |
| 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 |
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NEW QUESTION # 250
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a
Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production
copy and making sure agents can work from the production copy until production is restored. The results of
the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
Answer: D
NEW QUESTION # 251
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
Answer: C
NEW QUESTION # 252
Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access.
Which feature will provide the required level of access?
Answer: A
Explanation:
To provide the required access levels for a dedicated account manager and a support specialist on special cases, utilizing Case Teams is the most effective solution. Case Teams allow for the customization of roles and access levels for each team member, ensuring that the account manager has Read-Only access while the support specialist has Read and Write access.
NEW QUESTION # 253
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?
Answer: D
NEW QUESTION # 254
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
Answer: B
Explanation:
Salesforce enables the attachment of Knowledge articles suggested by Einstein to customer emails as part of standard Case Management capabilities. This feature leverages Einstein's AI to suggest relevant articles based on case context, allowing agents to provide helpful information and resources directly to customers, enhancing support quality and efficiency.
NEW QUESTION # 255
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