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Salesforce AP-207 Exam Syllabus Topics:

SectionObjectives
Energy and Utilities Industry Fundamentals- Energy and utilities business processes
  • 1. Customer lifecycle in utilities
    • 2. Utility operations overview
      Customer Engagement and Experience- Digital customer experience
      • 1. Self-service portals
        • 2. Customer communication flows
          - Customer service operations
          • 1. Omni-channel support concepts
            • 2. Case management in utilities
              Metering, Billing, and Usage Management- Meter data handling
              • 1. Consumption tracking
                • 2. Usage data ingestion concepts
                  - Billing processes
                  • 1. Billing workflows overview
                    • 2. Rate and tariff concepts
                      Salesforce Energy & Utilities Cloud Capabilities- Core platform capabilities
                      • 1. Industry data model concepts
                        • 2. Energy and Utilities Cloud features
                          - Asset and service management
                          • 1. Asset tracking and lifecycle management
                            • 2. Work orders and field service concepts
                              Integration and Data Management- System integration concepts
                              • 1. API-based integration
                                • 2. External system connectivity
                                  - Data management
                                  • 1. Data model alignment
                                    • 2. Data quality and governance basics

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                                      Salesforce Energy and Utilities Cloud Accredited Professional Sample Questions (Q58-Q63):

                                      NEW QUESTION # 58
                                      An energy and utility company relies on a third-party pricing application for multi-site quotes. The utility company wants Salesforce to manage the multi-site quotation process and continue to use the third-party pricing application.
                                      How can the utility company meet these requests using Energy and Utilities Cloud?

                                      Answer: C


                                      NEW QUESTION # 59
                                      An energy company is an energy retailer with a global presence. They require a solution that can generate, redline, and manage contracts.
                                      Which of the following Energy and Utilities Cloud solutions can be used?

                                      Answer: A


                                      NEW QUESTION # 60
                                      An energy company is implementing Energy and Utilities Cloud for their contact center and is in the process of importing contact information from the billing system to Salesforce, An administrator has been asked if and how the contact data updated in Salesforce will be reflected back in the billing system.
                                      What two options can be presented back as potential solution?
                                      Choose 2 answers

                                      Answer: A,B


                                      NEW QUESTION # 61
                                      A call center agent uses the Energy and Utilities Contact Center Console to schedule a field technician appointment for a customer.
                                      What license is needed to complete this customer requirement?

                                      Answer: B

                                      Explanation:
                                      To schedule a field technician appointment using the Energy and Utilities Contact Center Console, the call center agent requires the Energy and Utilities Base Service license. This specific license grants access to the functionalities and features within the Energy and Utilities Cloud, including the ability to schedule appointments and manage field service operations directly from the Contact Center Console. It's tailored to meet the unique requirements of energy and utility companies, providing the necessary tools to support customer service and field service coordination. Reference = The Salesforce Energy and Utilities Cloud documentation details the licensing requirements for using the platform, including the need for the Energy and Utilities Base Service license for call center agents performing tasks such as scheduling field technician appointments: https://www.salesforce.com/products/industries/energy-and-utilities/overview/


                                      NEW QUESTION # 62
                                      An existing Salesforce customer has built a data model with many custom objects for their call center operations.
                                      How can the customer use OmniStudio to improve the agent experience?

                                      Answer: B


                                      NEW QUESTION # 63
                                      ......

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