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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integration and Data Management | 12% | - Distinguish the key components that contribute to performance optimization within a design. - Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning. - Explain the use cases and capabilities of CTI, Communities, and Field Service Lightning. |
| 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: 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. |
| Topic 4: Contact Center Analytics | 13% | - Given a scenario, develop reports and dashboards in Salesforce to provide relevant information to different stakeholders. |
| Topic 5: Service Cloud Solution Design | 15% | - Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the customer experience. - Given a set of customer data security and compliance requirements, determine a successful design to secure the data. - Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the service rep experience. |
| Topic 6: Case Management | 13% | - Explain the capabilities, use cases, and how to configure service entitlements, milestones, assets, business hours, and service-level agreements (SLAs). - Given a set of requirements or KPIs, design a case management solution from creation to closure. - Differentiate the use cases and capabilities of Service Cloud automation. - Given a set of requirements, explain how case deflection strategies are delivered in Experience Cloud sites, Agentforce, and Knowledge. |
| Topic 7: Interaction Channels | 10% | - Given a scenario, determine the appropriate channel configuration and implementation. - Describe the use cases and capabilities for each of the different interaction channels (e.g., Phone, Email, Chat, Social Media, SMS, Web, etc.). |
| Topic 8: Knowledge Management | 13% | - Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance. - Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback. - Given a set of requirements, determine how to configure data categories, article types, and page layouts. |
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NEW QUESTION # 190
Which feature should a consultant recommend to assign a case to a Tier 2 service queue so the Tier 2 service agent knows how far the Tier 1 service agent had progressed in troubleshooting the case?
Answer: D
Explanation:
To provide Tier 2 agents with visibility into the progress made by Tier 1 agents,Path for Casesis the recommended feature. This visual tool guides agents through the stages of case resolution, displaying key fields and statuses.
From the Salesforce documentation:
"Path visually guides agents through the different stages of a case, providing them with the necessary context and guidance at each step. This feature helps in streamlining the handover process and ensures that Tier 2 representatives are immediately aware of the actions taken by Tier 1, enhancing efficiency and case resolution times."
-Salesforce Service Cloud Consultant Guide
Implementing Path for Cases ensures a seamless transition between support tiers, maintaining continuity in customer service and reducing the time needed for Tier 2 agents to get up to speed.
NEW QUESTION # 191
An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations.
Which solution should the consultant recommend to meet the requirement?
Answer: C
Explanation:
To comply with global data protection and privacy regulations, the consultant should recommend systematically searching for and removing all customer personal data from production and sandbox environments. This includes data in records and unindexed free text fields, followed by refreshing sandboxes to eliminate any residual data, ensuring compliance and safeguarding customer privacy.
NEW QUESTION # 192
Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?
Answer: C
Explanation:
The best practice for deploying permission sets from a sandbox to production is to use a change set. Change sets allow administrators to push configurations, including permission sets, directly from one Salesforce environment to another. This ensures a smooth and error-free transfer of configurations, maintaining the integrity of permissions and access controls in the production environment.
NEW QUESTION # 193
Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like a quick way to navigate the console, including changing tabs, saving records, and searching.
What is the recommended feature to improve productivity?
Answer: C
Explanation:
Keyboard shortcuts in the Lightning Service Console enable service agents to quickly navigate the console, change tabs, save records, and perform searches without relying on mouse clicks. This feature enhances productivity by allowing agents to perform common actions more efficiently, addressing the feedback from the pilot group of users.
NEW QUESTION # 194
Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system.
Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?
Answer: B
Explanation:
When moving images into Salesforce Knowledge, it ' s important to ensure that each image file size does not exceed Salesforce ' s maximum file size limit, which is typically 25 MB. Adhering to this constraint ensures that images can be successfully uploaded and displayed within Knowledge articles.
NEW QUESTION # 195
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