| トピック |
出題範囲 |
| トピック 1 |
- 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 2 |
- Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
|
| トピック 3 |
- 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 4 |
- 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 5 |
- Understand the key factors to consider when implementing a Knowledge data migration strategy
|
| トピック 6 |
- Given a scenario, identify the appropriate Service Console features to meet the business need
|
| トピック 7 |
- Given a set of business requirements, describe how a feature should be implemented
|
| トピック 8 |
- Given a set of KPIs, determine the appropriate case management solution
- Identify use cases and capabilities of Social Customer Service
|
| トピック 9 |
- 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 10 |
- Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
|
| トピック 11 |
- 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 12 |
- Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
|
| トピック 13 |
- Distinguish the key components that contribute to performance optimization within a design
|
| トピック 14 |
- 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 15 |
- Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
|
| トピック 16 |
- Explain how different Service Console features work together to deliver business value
|
| 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, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
|
| トピック 19 |
- Explain the use cases, capabilities, and limitations of Flow important to case management.
|
| トピック 20 |
- Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
|
| トピック 21 |
- Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.
|
| トピック 22 |
- Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
|
| トピック 23 |
- Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
|
| トピック 24 |
- Explain the use cases and benefits for different interaction channels
- Identify the benefits of a knowledge base
|
| トピック 25 |
- Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
|
| トピック 26 |
- Given a scenario, determine appropriate contact center licensing and deployment strategies
|
