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| Section | Weight | Objectives |
|---|---|---|
| Implementation Strategies | 12% | - Licensing and deployment considerations - Consulting engagement lifecycle - Data migration, quality and governance - Training and adoption planning |
| Case Management | 13% | - Automation: assignment rules, escalation, workflow - Case deflection and self-service - End-to-end case lifecycle design - Entitlements, milestones and SLAs |
| Intake and Interaction Channels | 13% | - Digital engagement and omni-channel - Email, web, social, phone and messaging channels - Configuration best practices - Designing intake channels |
| Industry Knowledge | 12% | - Business challenges, risks and outcomes - Contact center metrics and KPIs - Types of contact centers and their characteristics |
| Knowledge Management | 12% | - Case deflection and knowledge adoption - Article lifecycle, versioning and visibility - Data categories and access control - Knowledge base design and implementation |
| Contact Center Analytics | 10% | - Data-driven improvement - Report and dashboard design - Key metrics and KPIs tracking |
| Integrations | 10% | - Third-party system integration - CTI and telephony integration - Data exchange and synchronization |
| Service Cloud Solution Design | 15% | - Solution design based on requirements - Security, compliance and performance optimization - Scalability and maintainability - Capabilities, limitations and trade-offs |
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NEW QUESTION # 21
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
Answer: B,D
NEW QUESTION # 22
Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization wide default for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution.
Which strategy should a consultant recommend?
Answer: A
Explanation:
For a scalable solution that allows support managers to see regional support metrics by default, creating a Dynamic Dashboard is advisable. Dynamic Dashboards display data according to the viewer's access permissions and role hierarchy, enabling each support manager to view metrics specific to their region automatically, without the need for multiple individual dashboards.
NEW QUESTION # 23
Which search mechanism should be used to find case comments from within the lightning service console?
Answer: C
Explanation:
Explanation
Global search is a search mechanism that allows users to find records and information across multiple objects and fields in Salesforce. Global search can be used to find case comments from within the Lightning Service Console by entering keywords in the search box and selecting Case Comments from the drop-down list. Users can also filter the search results by fields such as case number, case owner, or comment date. Verified References: Service Cloud Consultant Certification Guide & Tips, Find What You Need with Search
NEW QUESTION # 24
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?
Answer: A
Explanation:
Explanation
Standard Web-to-Case with assignment rules is a solution that can accomplish the requirement of allowing customers to log cases with structured data and route based on Urgency and Product Line. Web-to-Case enables customers to submit cases from a company's website using a web form that captures case information and creates a case record in Salesforce. Assignment rules can be used to automatically assign cases to queues or users based on criteria such as Urgency and Product Line. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_caseassign.htm&type=5
NEW QUESTION # 25
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company
requires quick iterations and a speedy project completion. The company has requested frequent project updates
for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?
Answer: D
NEW QUESTION # 26
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