Case Management – Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent and Knowledge.

Case Management – Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent and Knowledge. Data Models Cases and Assets While products represent the items that your company sells (referential entity), assets represent the specific products your customers have purchased (transactional entity). Use assets to store information about […]

Industry Knowledge – Explain the use cases and benefits for different Interaction Channels

Interaction channels offer different ways or interacting with customer and resolving their cases. Below topics describe the use cases, costs, and advantages of various Interaction channels. Each channel is used to match different customer needs. When it comes to customer service channels supported in contact centers, inbound phone systems continue to be the most common, […]

Industry Knowledge – Explain the Factors that influence key contact center metrics, KPIs and business challenges

Introduction Call Center: It is a stressful environment that manage high volume calls maintaining consistent and high standards of customer service. Metrics and KPIs are usually used to track the performance of the call center. These also help the call center management in the improvement of the processes to help customer success. Below are considered […]

Service Cloud Consultant

I am preparing for my Service Cloud Consultant Exam and thought of putting all the stuff that I am preparing in this and upcoming blog posts. I am dividing this into multiple blog posts (including this) with the below topics and its subtopics as per the certification guide and its weight Industry Knowledge – 10% […]