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| Section | Weight | Objectives |
|---|---|---|
| Implementation Strategies | 12% | - Explain the considerations and implications for data migration, data quality, data governance, and large data volumes - Given a scenario, recommend appropriate Service Cloud deployment and training strategies - Given a scenario, determine how to participate in a successful consulting engagement |
| Knowledge Management | 9% | - Describe the key features of Lightning Knowledge - Given a scenario, recommend the appropriate approach for Knowledge migration and deployment - Explain the knowledge article lifecycle and its implications |
| Industry Knowledge | 12% | - Determine the risks, benefits, and business challenges of meeting a client's desired outcome - Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs) |
| Contact Center Analytics | 5% | - Given a set of desired metrics, determine the appropriate reporting solution - Explain the capabilities and use cases for Salesforce and third-party reporting tools |
| Integrations | 10% | - Explain the use cases and considerations for core Service Cloud integrations - Explain the use cases and considerations for third-party solutions and connections to external sources of data |
| Service Cloud Solution Design | 16% | - Given a scenario, understand the appropriate Service Cloud features and capabilities to solve a business problem - Given a scenario, analyze customer requirements to determine appropriate solution design |
| 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 |
| Intake and Interaction Channels | 13% | - Given a set of business goals, discuss the use cases and functionality for proposed interaction channels - Explain agentic service capabilities, use cases, and configuration processes - Given business process requirements, recommend the appropriate approach to intake channels and their design - 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 |
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NEW QUESTION # 45
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?
Answer: A
Explanation:
To facilitate easy creation of new articles by service agents when closing a case, a Quick Action can be configured to map relevant case fields directly to a new Knowledge article. This streamlines the process of capturing case resolutions as reusable knowledge, making it easily accessible for other agents and enhancing the overall efficiency of the service center.
NEW QUESTION # 46
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?
Answer: B
Explanation:
Salesforce Console for Service is a tool that can implement the requirement of displaying a history of all of today's changes to a case in the order that occurred on a single page view. Salesforce Console for Service is a workspace that allows agents to manage multiple cases and interactions on a single screen. It includes a feed-based layout that shows a history of all the changes to a case, such as comments, emails, and edits to case fields, in chronological order. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_feed_based_layouts.htm&type=5
NEW QUESTION # 47
Service agents need to send emails with attachments to customers based on the case details.
Which Lightning Service Console feature should a consultant use to meet the requirement?
Answer: A
Explanation:
To facilitate service agents sending emails with attachments based on case details, configuring custom case actions in the Lightning Service Console is recommended. These actions can be tailored to include email templates and attachment options, streamlining the process for agents and enhancing case resolution efficiency.
NEW QUESTION # 48
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?
Answer: D
NEW QUESTION # 49
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority,
complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC
measure case escalation?
Answer: D
NEW QUESTION # 50
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