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Salesforce Exam Energy-and-Utilities-Cloud Topic 2 Question 15 Discussion

Actual exam question for Salesforce's Salesforce Energy and Utilities Cloud Accredited Professional exam
Question #: 15
Topic #: 2
[All Salesforce Energy and Utilities Cloud Accredited Professional Questions]

When preparing a demo of Energy and Utilities Cloud, the consultant needs to showcase a customer's 360-degree view that allows the customer service agents of the company to see the following information in one glance:

* Identify the caller

* Provide answers to questions about billing. consumption, and payments

* Add meter readings

* Manage user complaints.

* Perform user requests such as Start Service. Stop Service, and Set Up a Payment Plan.

Which two functionalities should the consultant use to achieve this?

Show Suggested Answer Hide Answer
Suggested Answer: A, C

For showcasing a 360-degree view of the customer that empowers service agents with the capability to manage various customer interactions efficiently, the consultant should utilize the Energy and Utilities Contact Center Console and configure custom OmniScripts and FlexCards. The Energy and Utilities Contact Center Console, designed specifically for the industry, integrates critical customer information and functionalities into one streamlined interface. Additionally, custom OmniScripts and FlexCards can be tailored to the unique requirements of managing billing inquiries, meter readings, complaints, and service requests, providing a flexible and dynamic solution for meeting the diverse needs of utility customers. Reference = Detailed explanations on how to configure the Energy and Utilities Contact Center Console and create custom OmniScripts and FlexCards for tailored customer service experiences are available in the Salesforce Energy and Utilities Cloud implementation guide and customization documentation: https://developer.salesforce.com/docs/atlas.en-us.omniscript_developer_guide.meta/omniscript_developer_guide/omniscript_about.htm, https://help.salesforce.com/articleView?id=flexcards_considerations.htm&type=5


by Howard at Aug 05, 2024, 06:25 PM

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Contribute your Thoughts:

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Kristel
6 days ago
I agree with Gracia, custom OmniScripts and FlexCards can cover all the requirements effectively.
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Sharika
15 days ago
Is it just me, or does this question sound like a superhero origin story? I'm going with B, the Salesforce Service Cloud console is the real hero here.
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Gracia
16 days ago
I think option C) Configure custom OmniScripts and FlexCards would be the best choice.
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Onita
16 days ago
Haha, I bet the consultant is thinking, 'With great power comes great responsibility!' Option D seems like the easiest choice.
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Tammara
2 days ago
User 2: Yeah, assigning the relevant lightning pages would definitely help the service agents.
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Chantell
2 days ago
User 1: Option D does seem like the most straightforward choice.
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Keneth
20 days ago
Definitely C. Using custom OmniScripts and FlexCards is the most flexible way to cover all the requirements.
upvoted 0 times
Rusty
4 days ago
I agree, custom OmniScripts and FlexCards would be the best option
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Gerald
8 days ago
C) Configure custom OmniScripts and FlexCards to cover the requirements
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Lezlie
9 days ago
A) Configure the Energy and Utilities Contact Center Console available in the process flow
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Benedict
26 days ago
I believe option D) Assign the relevant lightning pages could also work well for showcasing the customer's 360-degree view.
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Javier
30 days ago
I agree with Sarina. Custom OmniScripts and FlexCards can cover all the requirements effectively.
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Thurman
1 months ago
I think option B is the way to go. A custom Salesforce Service Cloud console sounds like the perfect solution to provide a 360-degree view for the customer service agents.
upvoted 0 times
Tennie
7 days ago
Assigning the relevant lightning pages to the energy company's service agent user profile could also be beneficial in achieving a 360-degree view.
upvoted 0 times
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Glendora
13 days ago
I think configuring custom OmniScripts and FlexCards could also be a good option to cover all the requirements.
upvoted 0 times
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Stephaine
21 days ago
I agree, a custom Salesforce Service Cloud console would definitely help showcase all the necessary information.
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Sarina
1 months ago
I think option C) Configure custom OmniScripts and FlexCards would be the best choice.
upvoted 0 times
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