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| Section | Objectives |
|---|---|
| Omni-Channel and Digital Engagement | - Chat, messaging, and digital support channels - Omni-Channel routing configuration |
| Service Cloud Analytics and Reporting | - Reports and dashboards for service performance - Key service KPIs and metrics |
| Integration and Data Management | - Data model considerations for Service Cloud - Integration with external service systems |
| Service Cloud Implementation | - Email-to-Case and Web-to-Case setup - CTI (Computer Telephony Integration) concepts |
| Knowledge Management | - Knowledge search and content delivery - Salesforce Knowledge setup and article lifecycle |
| Service Cloud Solution Design | - Customer service processes and use case design - Service Cloud feature selection and architecture |
| Automation and Process | - Entitlements, milestones, and SLAs - Flow and workflow automation for service processes |
| Case Management and Service Console | - Case lifecycle and routing strategies - Service Console configuration and productivity tools |
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NEW QUESTION # 277
Universal Containers' customer support management wants to provide proactive communications to customers
who are likely to provide low customer satisfaction (CSAT) scores
Which two customer-related metrics should the customer support management analyze?
Choose 2 answers
Answer: C,D
NEW QUESTION # 278
Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.
What is the recommended license for the specialists?
Answer: A
NEW QUESTION # 279
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customeris satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
Answer: A
NEW QUESTION # 280
Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should the consultant ask to determine the preferred solution?
Answer: A
Explanation:
Asking whether support is provided on a periodic basis and renewed annually helps determine the need for Service Contracts in addition to Entitlements. Service Contracts are suitable for situations where support is tied to specific terms and conditions, such as annual support agreements, whereas Entitlements define the types of support a customer is entitled to.
NEW QUESTION # 281
Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?
Answer: B
Explanation:
For new Knowledge articles to be visible in selected channels after a review process, the necessary step is to click "Publish" post-approval. Once an article has been reviewed and approved by the designated subject matter expert, publishing the article makes it available to users across the specified channels. This ensures that only verified and approved content is accessible, maintaining quality and relevance.
NEW QUESTION # 282
......
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