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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Industry Knowledge | 12% | - Contact center metrics and KPIs - Business challenges, risks and outcomes - Types of contact centers and their characteristics |
| Topic 2: Knowledge Management | 12% | - Knowledge base design and implementation - Data categories and access control - Article lifecycle, versioning and visibility - Case deflection and knowledge adoption |
| Topic 3: Intake and Interaction Channels | 13% | - Email, web, social, phone and messaging channels - Configuration best practices - Digital engagement and omni-channel - Designing intake channels |
| Topic 4: Service Cloud Solution Design | 15% | - Scalability and maintainability - Capabilities, limitations and trade-offs - Security, compliance and performance optimization - Solution design based on requirements |
| Topic 5: Contact Center Analytics | 10% | - Data-driven improvement - Report and dashboard design - Key metrics and KPIs tracking |
| Topic 6: Case Management | 13% | - Case deflection and self-service - Entitlements, milestones and SLAs - Automation: assignment rules, escalation, workflow - End-to-end case lifecycle design |
| Topic 7: Implementation Strategies | 12% | - Data migration, quality and governance - Consulting engagement lifecycle - Licensing and deployment considerations - Training and adoption planning |
| Topic 8: Integrations | 10% | - Third-party system integration - CTI and telephony integration - Data exchange and synchronization |
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NEW QUESTION # 212
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
Answer: B,C
NEW QUESTION # 213
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
Answer: C
NEW QUESTION # 214
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
Answer: A
NEW QUESTION # 215
Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?
Answer: C
Explanation:
Customized case hovers are the recommended feature to improve the user experience, because they allow service agents to see the most recent feed activity on the related case without having to manually open the record. Customized case hovers are pop-up windows that display information about a case when an agent hovers over a case number or name in the Service Console. The information can be customized to include fields, related lists, or feed items from the case record. Verified References: : Customize Case Hovers
NEW QUESTION # 216
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?
Answer: C
Explanation:
Experience Cloud with Customer Account Portal template is the recommended solution to meet the requirements of reducing service costs and improving customer relationship by allowing customers to pay invoices and update their contact information online. Experience Cloud is a product that allows you to create branded online portals for your customers, partners, or employees. Experience Cloud sites can provide self-service resources, such as knowledge articles, FAQs, forums, and case management. Customer Account Portal is a template that provides a pre-built site for customers to access their account information, such as invoices, payments, orders, contracts, or contact details. Customers can also update their profile, preferences, or communication settings from the site. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Customer Account Portal Template Overview
NEW QUESTION # 217
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