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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Case Management | 15% | - Describe the capabilities and use cases for case assignment, escalation, and auto-response - Explain the relationships between cases and other core features such as assets, entitlements, and work orders - Given a set of requirements, design the case management solution |
| Topic 2: 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) |
| Topic 3: Intake and Interaction Channels | 13% | - 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 - Given business process requirements, recommend the appropriate approach to intake channels and their design - 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 |
| Topic 4: 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 |
| Topic 5: 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 |
| Topic 6: 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 |
| Topic 7: Implementation Strategies | 12% | - Given a scenario, determine how to participate in a successful consulting engagement - Given a scenario, recommend appropriate Service Cloud deployment and training strategies - Explain the considerations and implications for data migration, data quality, data governance, and large data volumes |
| Topic 8: 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 |
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NEW QUESTION # 75
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
Answer: A,B,E
NEW QUESTION # 76
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
Answer: C
NEW QUESTION # 77
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers
Answer: A,B
Explanation:
Explanation
These are two features that a consultant should recommend to help reduce the call wait time and improve customer service. Chat is a feature that allows customers to interact with agents in real time through a web-based chat window. Chat can help reduce the call volume and provide faster and more personalized service. Case Auto-Response is a feature that allows administrators to set up automatic email responses to customers who submit cases via email or web. Case Auto-Response can help acknowledge the receipt of the case, provide a case number, and set expectations for the resolution time. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.live_agent_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_email_autoresponse.htm&type=5
NEW QUESTION # 78
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?
Answer: A
Explanation:
To address a high call abandonment rate using Service Cloud Voice, setting up a self-service Knowledge base is a strategic recommendation. By providing customers with access to a Knowledge base, they can find answers to their queries without waiting in call queues, reducing the volume of calls and, consequently, the abandonment rate. This solution enhances customer experience by offering immediate self-help options while optimizing call center operations.
NEW QUESTION # 79
Milestones can be added to which two Object types?
Choose 2 answers
Answer: C,D
Explanation:
Explanation
These are two object types that milestones can be added to. Milestones are time-dependent actions that need to be completed within a certain period to achieve service level agreements (SLAs). Milestones can be added to work orders or cases using entitlement processes, which are timelines that include multiple milestones for each work order or case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.entitlements_milestones_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.entitlements_process_overview.htm&type=5
NEW QUESTION # 80
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