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| Section | Objectives |
|---|---|
| Topic 1: Service Cloud Solution Design | - Service Cloud feature selection and architecture - Customer service processes and use case design |
| Topic 2: Service Cloud Implementation | - Email-to-Case and Web-to-Case setup - CTI (Computer Telephony Integration) concepts |
| Topic 3: Case Management and Service Console | - Case lifecycle and routing strategies - Service Console configuration and productivity tools |
| Topic 4: Knowledge Management | - Knowledge search and content delivery - Salesforce Knowledge setup and article lifecycle |
| Topic 5: Integration and Data Management | - Integration with external service systems - Data model considerations for Service Cloud |
| Topic 6: Service Cloud Analytics and Reporting | - Reports and dashboards for service performance - Key service KPIs and metrics |
| Topic 7: Automation and Process | - Entitlements, milestones, and SLAs - Flow and workflow automation for service processes |
| Topic 8: Omni-Channel and Digital Engagement | - Omni-Channel routing configuration - Chat, messaging, and digital support channels |
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NEW QUESTION # 217
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
Answer: B
Explanation:
Social Customer Service is a feature that allows agents to respond to customer requests from social media channels such as Twitter and Facebook. Agents can create cases from social posts, reply to customers using social handles, and monitor social conversations using keywords and hashtags. Verified References: Service Cloud Consultant Certification Guide & Tips, Social Customer Service Overview
NEW QUESTION # 218
Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?
Answer: B
Explanation:
For agents wanting to launch a Slack Swarm for difficult cases, Quick Actions provide a straightforward and efficient way to initiate these collaborative efforts. Quick Actions can be configured to start a swarm directly from the Salesforce record, facilitating rapid cross-departmental collaboration in Slack. This approach streamlines the process of pulling in experts from various departments to work together on solving complex customer issues.
NEW QUESTION # 219
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to
give customers access to service level agreements (SLA) via the portal. Which solution is recommended to
accomplish this requirement?
Answer: D
NEW QUESTION # 220
When designing a Case management solution to increase agent productivity, which Service Cloud features
should you consider first? Choose 2 answers.
Answer: B,D
NEW QUESTION # 221
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
Answer: B
NEW QUESTION # 222
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