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| Section | Objectives |
|---|---|
| Topic 1: Service Cloud Analytics and Reporting | - Key service KPIs and metrics - Reports and dashboards for service performance |
| Topic 2: Automation and Process | - Entitlements, milestones, and SLAs - Flow and workflow automation for service processes |
| Topic 3: Service Cloud Solution Design | - Customer service processes and use case design - Service Cloud feature selection and architecture |
| 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 Implementation | - Email-to-Case and Web-to-Case setup - CTI (Computer Telephony Integration) concepts |
| Topic 7: Case Management and Service Console | - Case lifecycle and routing strategies - Service Console configuration and productivity tools |
| Topic 8: Omni-Channel and Digital Engagement | - Chat, messaging, and digital support channels - Omni-Channel routing configuration |
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NEW QUESTION # 103
Which native Service Cloud solution is used for case satisfaction surveys?
Answer: A
NEW QUESTION # 104
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?
Answer: C
Explanation:
Omni-channel Queue-based routing is a feature that can enable Universal Containers to assign cases based on the same criteria they use for chat. Omni-channel Queue-based routing allows administrators to define routing configurations and rules that determine how work items, such as cases and chats, are routed to agents based on criteria such as availability, capacity, and skills. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_queue_based_routing.htm&type=5
NEW QUESTION # 105
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?
Answer: A
NEW QUESTION # 106
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
Answer: D
NEW QUESTION # 107
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
Answer: A,C
Explanation:
An interactive voice response (IVR) is a system that allows callers to interact with a phone system using voice or keypad inputs. It can be used to provide information, route calls, or collect data from callers. A call abandonment rate is the percentage of callers who hang up before reaching an agent or completing their interaction with the IVR. To reduce the call abandonment rate, two possible strategies are to simplify the IVR tree and add additional agents to lower average hold time. Simplifying the IVR tree can make it easier and faster for callers to find what they need or reach an agent, reducing their frustration and impatience. Adding additional agents can reduce the queue length and the time callers have to wait on hold, increasing their likelihood of staying on the line. Verified References: [Interactive Voice Response (IVR)] and [Call Abandonment Rate]
NEW QUESTION # 108
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