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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 2: 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 |
| Topic 3: 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 |
| Topic 4: 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 5: Intake and Interaction Channels | 13% | - Given a set of business requirements, recommend an appropriate use for AI agents in the customer service process - 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 goals, discuss the use cases and functionality for proposed interaction channels |
| Topic 6: 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 7: Knowledge Management | 9% | - Given a scenario, recommend the appropriate approach for Knowledge migration and deployment - Describe the key features of Lightning Knowledge - Explain the knowledge article lifecycle and its implications |
| Topic 8: Case Management | 15% | - Describe the capabilities and use cases for case assignment, escalation, and auto-response - 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 |
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NEW QUESTION # 266
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?
Answer: A,C
Explanation:
These are two strategies that a consultant should recommend to enable support managers to see support metrics for their region by default. Dashboard folder sharing is a strategy that allows administrators to control the visibility and access of dashboards by placing them in folders and setting the sharing settings for each folder. Dashboard folder sharing can help create different dashboards for each region and share them with the respective support managers. Dynamic dashboards are a type of dashboards that display data according to the security settings of the user who is viewing it. Dynamic dashboards can help show support metrics for each region based on the user's role or profile. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.dashboards_folder_sharing.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dashboards_dynamic.htm&type=5
NEW QUESTION # 267
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers
Answer: B,C
Explanation:
Salesforce Connect and External Objects are two features that can provide Service Console users with the ability to view and update product usage data that is stored in an external system. Salesforce Connect allows users to access data from external sources in real time without copying or syncing the data. External Objects are custom objects that map to data stored outside Salesforce. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.external_object_considerations.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.connect.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.external_object_define.htm&type=5
NEW QUESTION # 268
The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often.
What should UC do to address this situation?
Answer: A
Explanation:
To encourage agents to contribute more frequently to the Knowledge base, implementing a system to measure and reward agents based on the number of their articles approved for publication is recommended. This incentivizes quality contributions and ensures that new content meets the organization's standards before being added to the Knowledge base.
NEW QUESTION # 269
The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?
Answer: C
Explanation:
To decrease customer wait times, creating reports to analyze call volume and identify peak times is recommended. Understanding peak periods allows for strategic staffing and resource allocation, ensuring that enough agents are available to handle the increased volume, thus reducing customer wait times.
NEW QUESTION # 270
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
Answer: B,E
NEW QUESTION # 271
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