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| Section | Objectives |
|---|---|
| Service Cloud Implementation | - CTI (Computer Telephony Integration) concepts - Email-to-Case and Web-to-Case setup |
| Integration and Data Management | - Data model considerations for Service Cloud - Integration with external service systems |
| Omni-Channel and Digital Engagement | - Chat, messaging, and digital support channels - Omni-Channel routing configuration |
| Automation and Process | - Entitlements, milestones, and SLAs - Flow and workflow automation for service processes |
| Service Cloud Solution Design | - Customer service processes and use case design - Service Cloud feature selection and architecture |
| Service Cloud Analytics and Reporting | - Reports and dashboards for service performance - Key service KPIs and metrics |
| Knowledge Management | - Salesforce Knowledge setup and article lifecycle - Knowledge search and content delivery |
| Case Management and Service Console | - Service Console configuration and productivity tools - Case lifecycle and routing strategies |
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NEW QUESTION # 221
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
Answer: B
NEW QUESTION # 222
Milestones can be added to which two Object types?
Choose 2 answers
Answer: A,D
NEW QUESTION # 223
A manager would like information on which Knowledge articles are used most often by call center agents.
Which report should a consultant use to identify the Knowledge articles that are used most often?
Answer: B
Explanation:
To identify which Knowledge articles are used most often by call center agents, creating a report that tracks the number of Knowledge articles attached to cases is recommended. This provides insights into which articles are most frequently utilized in case resolutions, informing content optimization and training efforts.
NEW QUESTION # 224
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
Answer: C
NEW QUESTION # 225
Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products.
Which approach should the consultant recommend to start AI efforts at CK?
Answer: B
Explanation:
For Cloud Kicks (CK) to adopt artificial intelligence (AI) effectively in improving case closure KPIs and product support planning, it's crucial to first review and address any data quality issues in their existing case data. Once the data is clean and reliable, setting up Einstein Classification Apps is a strategic move. Einstein Classification can analyze historical case data to predict values for fields in new cases, helping prioritize and route cases more efficiently. This approach leverages AI to enhance decision-making processes, improve operational efficiency, and provide more targeted support, aligning with CK's goals to improve case management through AI capabilities.
NEW QUESTION # 226
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