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Salesforce Exam Energy and Utilities Cloud Topic 3 Question 21 Discussion

Actual exam question for Salesforce's Energy and Utilities Cloud exam
Question #: 21
Topic #: 3
[All Energy and Utilities Cloud 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 Gladys at Nov 16, 2024, 10:58 AM

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Marsha
6 days ago
I'd go with option B. Configuring a custom Salesforce Service Cloud console sounds like the way to go. It's probably the most user-friendly solution for the service agents.
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Nan
7 days ago
Ha! I bet the consultant will need to use some magic to make all this work. Maybe they should just install a crystal ball instead of a contact center console.
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Dortha
12 days ago
I'm not sure, but I think option D) Assign the relevant lightning pages could also work well for this scenario.
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Kirby
14 days ago
Hmm, I'm not sure. Option D looks promising too, as it involves assigning the relevant Lightning pages to the service agent user profile. That could be a simpler approach.
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Edmond
5 days ago
Option D does seem like a good choice. Assigning relevant Lightning pages could make things easier for the service agents.
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Sheridan
18 days ago
I think the consultant should use option C. Configuring custom OmniScripts and FlexCards seems like the most comprehensive solution to cover all the required functionalities.
upvoted 0 times
Odelia
1 days ago
But wouldn't assigning relevant lightning pages to the energy company's service agent user profile also be important?
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Carlee
7 days ago
I agree, configuring custom OmniScripts and FlexCards would provide a complete solution.
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Merilyn
20 days ago
I agree with Vincenza. Custom OmniScripts and FlexCards can provide a tailored solution for the customer service agents.
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Vincenza
21 days ago
I think option C) Configure custom OmniScripts and FlexCards would be the best choice.
upvoted 0 times
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