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| Section | Weight | Objectives |
|---|---|---|
| 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 |
| 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 |
| Implementation Strategies | 12% | - 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 - Given a scenario, determine how to participate in a successful consulting engagement |
| 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 |
| 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 - Assess the design considerations and best practices when configuring an interaction channel solution - Given a set of business requirements, recommend an appropriate use for AI agents in the customer service process |
| Industry Knowledge | 12% | - Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs) - Determine the risks, benefits, and business challenges of meeting a client's desired outcome |
| 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% | - 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 - Describe the capabilities and use cases for case assignment, escalation, and auto-response |
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NEW QUESTION # 71
Milestones can be added to which two Object types?
Choose 2 answers
Answer: A,B
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 # 72
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: D
Explanation:
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 # 73
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live
Agent footer component in the console.
Which configuration option should be verified?
Answer: B
NEW QUESTION # 74
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?
Answer: D
Explanation:
Tracking Net Promoter Scores (NPS) as part of an automated survey after case closure for every case is a KPI that can help explain the disparity between customer satisfaction and CSAT. NPS is a metric that measures how likely customers are to recommend a company or product to others, based on a scale from 0 to 10. NPS can help capture the overall loyalty and satisfaction of customers, as well as their feedback and testimonials.
NPS can be integrated with Salesforce using third-party apps or custom solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.nps_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.nps_salesforce.htm&type=5
NEW QUESTION # 75
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases.
Lower-priority cases have different response times. The service center
uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?
Answer: C
Explanation:
To address the issue of high-priority cases exceeding service deadlines at Ursa Major Solar, configuring Secondary Routing Priority within Omni-Channel settings is recommended. This feature allows the organization to prioritize work items not just by their primary criteria (e.g., case age or initial priority) but also by secondary factors that can include SLA requirements. By setting high-priority cases with stricter SLAs as a secondary routing priority, Omni-Channel can ensure these cases are escalated in the queue, getting the attention they need promptly. This approach helps in effectively managing workloads and meeting SLA commitments for high-priority cases, improving overall service delivery.
NEW QUESTION # 76
......
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