Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
トピック 2
Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service
depot repair, B2C, B2B, etc.)
トピック 3
Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).
トピック 4
Given business process requirements, determine the appropriate approach to case submission
Explain the use cases and considerations for common Service Cloud Integrations
トピック 5
Distinguish the key components that contribute to performance optimization within a design
トピック 6
Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
トピック 7
Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
トピック 8
Understand the key factors to consider when implementing a Knowledge data migration strategy
トピック 9
Explain the use cases, capabilities, and limitations of Flow important to case management.
トピック 10
Explain how different Service Console features work together to deliver business value
トピック 11
Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
トピック 12
Explain the considerations for data migration and data quality
Explain the factors that influence key contact center metrics, KPIs, and business challenges
トピック 13
Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
トピック 14
Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
トピック 15
Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
video channel, and social media.)
トピック 16
Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).
トピック 17
Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
トピック 18
Given a scenario, determine appropriate contact center licensing and deployment strategies
Salesforce Certification Preparation for Service Cloud Consultant 認定 CRT-261 試験問題 (Q66-Q71):
質問 # 66 Which case submission process leverages Apex email services?
A. Email-to-Case
B. Case submitted using chat
C. On-demand Email-to-Case
D. Web-to-Case
正解:C 質問 # 67 The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?
A. Case Assignment Rules
B. Case Auto -Response Rules
C. Visual Workflow
D. Omni -Channel
正解:D 質問 # 68 Why would customer upgrade from self-service to customer portal (Choose 3)?
A. Access to custom objects
B. Branded site
C. Simpler and easier to configure
D. Better reporting
正解:A、B、D 質問 # 69 Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
A. Open CTI
B. Salesforce for Twitter
C. Salesforce Knowledge
D. Live Agent
正解:C 質問 # 70 A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales. What should be recommended for reliable, real-time support to customers with these restrictions?