Tracks: Agentforce Service

Industry Knowledge

Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs).

Determine the risks, benefits, and business challenges of meeting a client's desired outcome.

Implementation Strategies

Given a scenario, determine how to participate in a successful consulting engagement.

Given a scenario, recommend appropriate Service Cloud deployment and training strategies.

Explain the considerations and implications for data migration, data quality, data governance, and large data volumes.

Service Cloud Solution Design

Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the service rep experience.

Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs for the customer experience.

Given a set of customer data security and compliance requirements, determine a successful design to secure the data.

Knowledge Management

Explain the Knowledge article lifecycle, Knowledge Centered Service (KCS), and Salesforce Knowledge Management configuration.

Given a set of requirements, determine how to configure Knowledge to deliver service support and self-service processes.

Intake and Interaction Channels

Given business process requirements, recommend the appropriate approach to intake channels and their design.

Given a set of business goals, discuss the use cases and functionality for proposed interaction channels.

Assess the design considerations and best practices when configuring an interaction channel solution.

Given a set of business requirements, recommend an appropriate use for AI agents in the customer service process.

Explain agentic service capabilities, use cases, and configuration processes.

Case Management

Given a set of requirements or KPIs, design a case management solution from creation to closure.

Given a set of requirements, explain how case deflection strategies are delivered in Experience Cloud sites, Agentforce, and Knowledge.

Explain the capabilities, use cases, and how to configure service entitlements, milestones, assets, business hours, and service-level agreements (SLAs).

Differentiate the use cases and capabilities of Service Cloud automation.

Contact Center Analytics

Given a scenario, develop reports and dashboards in Salesforce to provide relevant information to different stakeholders.

Integrations

Explain the use cases and considerations for core Service Cloud integrations, including third-party solutions and connections to external sources of data.