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Allison Letts
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Decks in this class (10)
Industry Knowledge
10%
Explain the factors that influence key contact center metrics, KPIs, and business challenges.
Explain the use cases and benefits for different interaction channels.
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.).
Identify the benefits of a knowledge base.
1
cards
Implementation Strategies
15%
Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document).
Given a scenario, determine appropriate contact center licensing and deployment strategies.
1
cards
Service Cloud Solution Design
16%
Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs.
Distinguish the key components that contribute to performance optimization within a design.
Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Salesforce Field Service.
1
cards
Knowledge Management
0
cards
Interaction Channels
10% Describe the use cases and functionality for each interaction channel (Experience Cloud Sites, mobile, phone, email, web, chat, and social media.)
Given business process requirements, determine the appropriate approach to case submission.
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).
0
cards
Case Management
1
cards
Contact Center Analytics
5%
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.).
Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
1
cards
Integration and Data Management
5%
Explain the use cases and considerations for common Service Cloud Integrations.
Explain the considerations for data migration and data quality.
1
cards
Service Console
15%
Given a scenario, identify the appropriate Service Console features to meet the business need.
Explain how different Service Console features work together to deliver business value.
Given a set of business requirements, describe how a feature should be implemented.
1
cards
Basic Administration
What are the four main components...,
What are the four stages in the s...,
What do queues do
17
cards
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Service Cloud Consultant Winter ‘23
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