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| Section | Weight | Objectives |
|---|---|---|
| Define and Design | 42% | - User experience and interface design - Data migration and integration strategy - Data model, objects, and relationships
|
| Delivery and Configuration | 46% | - Configure core FSC features
- Integration and data exchange - Automation and workflows
|
| Discovery | 12% | - Analyze business processes and system architecture - Identify requirements and define solution scope - Determine compliance and regulatory considerations |
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NEW QUESTION # 19
A financial services company has found that more than two-thirds of customer onboarding processes are manually done by client specialists, consuming large amounts of time and resulting in errors in the sales process. The company contacts a consultant to learn how to leverage Financial Services Cloud features to improve the current state. What should the consultant consider from a customer onboarding perspective?
Answer: A
Explanation:
Discovery Framework is the appropriate capability when onboarding inefficiency is caused by manual questionnaire-driven information collection and the organization must validate captured information according to business or compliance policies.
Salesforce describes Discovery Framework as the Financial Services capability for creating and managing assessment questions, surfacing digital assessments, and collecting information during customer onboarding.
It can be combined with Know Your Customer data structures and other onboarding components to support structured, compliant customer intake.
Its data model allows users to collect and validate customer information in compliance with organizational policies. Discovery Framework is positioned for needs analysis, digital onboarding, and questionnaire-driven information collection. OmniStudio provides the guided digital forms, while assessment questions provide reusable, governed questionnaire content. This replaces manual forms and inconsistent data-entry practices with a controlled digital process.
Document tracking is handled through dedicated document-management capabilities such as Document Checklist Items, while Action Plans are primarily designed to orchestrate repeatable engagement tasks, owners, deadlines, and related process work. These features can complement Discovery Framework in a complete onboarding implementation, but they address different concerns.
For the problem stated-manual questionnaires, inefficient customer-data collection, and the need to comply with company policies-Discovery Framework directly addresses the primary onboarding deficiency.
NEW QUESTION # 20
An insurance company wants to create a car insurance quote process for its website. The process should include the following functionality:
* The user has to enter contact and address information.
* The user has to enter the driver's age and the car model and year.
* The process should calculate an insurance quote based on the data the customer provided and save the offer to the client's record.
Which three OmniStudio tools should the consultant use to design a solution that meets these requirements?
Answer: A,D,E
Explanation:
The following OmniStudio tools should be used to design a solution that meets the requirements for creating a car insurance quote process for the website:
OmniScripts, which are tools that allow users to create guided, interactive, and intuitive scripts that capture data and executeactions. By using OmniScripts, the consultant can create a script that guides the user through the car insurance quote process and captures the contact and address information, the driver's age, and the car model and year.
Integration Procedures, which aretools that allow users to orchestrate data and actions across multiple systems using RESTful APIs. By using Integration Procedures, the consultant can create a procedure that calls the core system service to calculate an insurance quote based on the dataprovided by the user and returns the quote to the OmniScript.
Business Rules Engine, which is a tool that allows users to define business logic and validation rules using natural language expressions. By using Business Rules Engine, the consultant can create rules that validate the data entered by the user and enforce any business policies or conditions for the car insurance quote process.
NEW QUESTION # 21
A consultant is looking to create a guided screen to be used by customer service agents answering the phone to authenticate the caller and positively identify them. The agent will ask the caller to provide their full name and the last four digits of their social security number, which is not stored in Salesforce. The agent will enter the provided information into a form, and upon clicking submit, a web service call is made to an external authentication service to authenticate the caller. What should the consultant do to fulfill the needed requirements?
Answer: D
Explanation:
A Screen Flow is the appropriate declarative solution because the process requires an internal agent to enter information into a guided form and then submit that information to an external service.
Screen Flow provides Screen elements that can capture temporary user-entered values such as the customer ' s full name and the last four digits of the Social Security number. Those values do not have to be stored in Salesforce simply because they are collected during the flow interview. They can remain flow variables used only for the authentication transaction.
Flow Builder can then invoke an external authentication service through an HTTP Callout, External Service action, Apex action, or another supported integration mechanism. The flow can send the supplied identity information, receive the authentication response, evaluate the result, and display an appropriate outcome to the customer service agent.
Screen Flows can also be launched from record-page quick actions, embedded directly on Lightning pages, or exposed through supported service-console experiences.
A custom Lightning web component or Canvas application would introduce unnecessary development for a requirement already supported declaratively. OmniScript is also capable of sophisticated guided interactions, but the requirement as stated maps directly to Salesforce ' s Screen Flow and external-callout capabilities.
NEW QUESTION # 22
A Bank of the Future customer calls the bank to update the address on their account. The call center agent handling the call needs to enter a new address into the system. The agent enters the new contact information using an OmniScript and then needs to generate a prefilled PDF with the new address that can be shared with the customer. Which two OmniStudio tools should a consultant recommend to generate the prefilled PDF?
Answer: B,E
Explanation:
The required architecture combines Document Generation with a DataRaptor, now called an OmniStudio Data Mapper in current Salesforce terminology.
Document Generation merges Salesforce or OmniStudio data into predefined document templates and can produce documents that are subsequently converted to PDF. It is designed for outputs such as forms, contracts, proposals, reports, and customer correspondence where variable information must be populated dynamically.
The DataRaptor or Data Mapper supplies the data used to populate the template. An Extract retrieves fields from Salesforce, while mapping capabilities connect those extracted values to document tokens. Salesforce document-generation architecture supports automatic resolution of template token data from configured mappings such as DataRaptor Extracts.
In this scenario, the customer ' s newly entered address must populate predetermined address placeholders in the generated document. Document Generation produces the document, while the DataRaptor or Data Mapper provides and maps the Salesforce data.
Calculation Procedures perform calculations, and Integration Procedures orchestrate integrations. Neither replaces the dedicated document-generation and data-mapping capabilities required to create the prefilled PDF.
NEW QUESTION # 23
A financial institution is concerned about contacting clients or sharing their data when they have requested not to be contacted. Which action should the consultant take in Agentforce Financial Services to address the institution ' s concern?
Answer: A
Explanation:
Consent Management for Agentforce Financial Services is specifically designed to record and honor customers ' preferences concerning communication and use or sharing of their personal data. This includes requests to opt out of particular communication channels and restrictions on sharing information with third parties.
Salesforce states that Consent Management helps financial institutions honor customers ' requests when they permit only specific forms of contact or opt out of particular kinds of data sharing. It is intended to support organizational compliance with applicable data protection and privacy obligations.
A purpose-built consent model is preferable to simply hiding contact fields because privacy obligations concern the permitted processing and use of customer information, not merely whether an employee can visually see a phone number or email address. Likewise, a generic approval process does not provide a complete consent record or consistently govern downstream use.
An external consent platform could be integrated when a financial institution has additional enterprise requirements, but the question asks what Agentforce Financial Services capability should address this concern. Salesforce already provides Consent Management for this purpose. A generic regulation checkbox also lacks the granular structure needed to represent communication preferences, consent status, and restrictions on information sharing. Therefore, implementing Consent Management for Agentforce Financial Services is the appropriate solution.
NEW QUESTION # 24
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