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| Section | Weight | Objectives |
|---|---|---|
| Integrations | 10% | - CTI and telephony integration - Third-party system integration - Data exchange and synchronization |
| Contact Center Analytics | 10% | - Report and dashboard design - Data-driven improvement - Key metrics and KPIs tracking |
| Service Cloud Solution Design | 15% | - Capabilities, limitations and trade-offs - Security, compliance and performance optimization - Scalability and maintainability - Solution design based on requirements |
| Intake and Interaction Channels | 13% | - Configuration best practices - Email, web, social, phone and messaging channels - Digital engagement and omni-channel - Designing intake channels |
| Industry Knowledge | 12% | - Business challenges, risks and outcomes - Contact center metrics and KPIs - Types of contact centers and their characteristics |
| Implementation Strategies | 12% | - Licensing and deployment considerations - Training and adoption planning - Consulting engagement lifecycle - Data migration, quality and governance |
| Knowledge Management | 12% | - Data categories and access control - Case deflection and knowledge adoption - Knowledge base design and implementation - Article lifecycle, versioning and visibility |
| Case Management | 13% | - Automation: assignment rules, escalation, workflow - Case deflection and self-service - End-to-end case lifecycle design - Entitlements, milestones and SLAs |
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NEW QUESTION # 179
Cloud Kicks uses Omni-Channel to route calls, chats, and cases to agents. The contact center manager wants to improve the team's ability to prioritize time-sensitive work while continuing to handle their long-running work.
Which feature should a consultant recommend?
Answer: C
Explanation:
Comprehensive and Detailed Explanation From Exact Extract:
The feature that enables agents to handle both time-sensitive and long-running work effectively is Interruptible Capacity. This allows Omni-Channel to route urgent work items to agents even if they are already handling less critical tasks.
From the official Salesforce documentation:
"When agents handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to agents right away."
-Omni-Channel for Administrators
By configuring work items as interruptible, agents can be assigned high-priority tasks without delay, ensuring that urgent customer needs are addressed promptly while still managing ongoing work.
NEW QUESTION # 180
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
Answer: B,C,D
Explanation:
Explanation
Enabling suggested articles on new cases, enabling article submission during case close, and creating an email template to send articles as PDF attachments are recommendations that a consultant should make to assist agents with the resolution of cases using Knowledge. Suggested articles are a feature that automatically recommends relevant articles to agents based on the case information. Agents can view the suggested articles in the case feed or the knowledge sidebar, and attach them to the case or email them to the customer. Article submission during case close is a feature that allows agents to create new articles or update existing articles from the case resolution page. Agents can use this feature to capture and share their knowledge after resolving a case. An email template is a type of template that can be used to create and send emails from Salesforce. An email template can include merge fields, images, links, and other formatting options. An email template can also include a knowledge article as an attachment or a link. Agents can use this feature to send an email with the article to the customer from the case record page or the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Suggested Articles Overview, Submit Articles During Case Close, Create Lightning Email Templates
NEW QUESTION # 181
Cloud Kicks uses Omni-Channel to route calls, chats, and cases to agents. The contact center manager wants to improve the team's ability to prioritize time-sensitive work while continuing to handle their long-running work.
Which feature should a consultant recommend?
Answer: C
Explanation:
The feature that enables agents to handle both time-sensitive and long-running work effectively isInterruptible Capacity. This allows Omni-Channel to route urgent work items to agents even if they are already handling less critical tasks.
From the official Salesforce documentation:
"When agents handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to agents right away."
-Omni-Channel for Administrators
By configuring work items as interruptible, agents can be assigned high-priority tasks without delay, ensuring that urgent customer needs are addressed promptly while still managing ongoing work.
NEW QUESTION # 182
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken
before performing the migration of the data (Choose 2)?
Answer: A,B
NEW QUESTION # 183
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)
Answer: A
NEW QUESTION # 184
......
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