Helping Hand Questions for Service-Cloud-Consultant

To ensure that prior versions of Knowledge articles remain associated with closed cases after updates, selecting the "Flag as new version" checkbox when publishing the revised articles is recommended. This approach maintains the link between closed cases and the specific article versions referenced at the time, preserving the accuracy of historical case resolutions.

The Service CRM Analytics app (formerly Einstein Analytics for Service) provides out-of-the-box dashboards and KPIs for Service Cloud Voice, including:

Call Volume

Average Handle Time

Average Speed to Answer

Abandon Rate

First Call Resolution

This analytics app integrates directly with Service Cloud Voice data, providing supervisors and managers with deep insights and visualizations that go beyond standard report capabilities.

Option B (custom dashboards) can display case data but not real-time Voice KPIs.

Option C (AppExchange reports) may not integrate seamlessly with telephony metrics.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide – Contact Center Analytics Domain.

Salesforce Help: “Use Service CRM Analytics for Service Cloud Voice.”

Salesforce Spring ’24 Release Notes – Service CRM Analytics Enhancements for Voice.

Salesforce’s WhatsApp Messaging Channel, powered by Digital Engagement, supports one-to-one, session-based communication between a customer and an agent. However, group WhatsApp chats are not supported—each interaction must occur within a single customer conversation thread.

This limitation ensures compliance, privacy, and tracking accuracy across digital channels.

Other features like emojis, quick text, and queue-based routing are fully supported via Omni-Channel configuration.

Referenced Salesforce Materials:

Salesforce Service Cloud Consultant Exam Guide – Interaction Channels Domain.

Salesforce Help: “Set Up WhatsApp Messaging in Salesforce”.

Salesforce Spring ’24 Release Notes – Digital Engagement Enhancements (WhatsApp Support).

An Experience Cloud site can serve as a self-service customer portal, providing access to a knowledge base, support resources, and community forums where customers can find answers, log cases, and interact with each other and the organization. This solution aligns with the goal of facilitating customer self-service and complements the existing CTI system, Knowledge base, and Einstein Chatbots.