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Salesforce Exam Energy-and-Utilities-Cloud Topic 3 Question 13 Discussion

Actual exam question for Salesforce's Salesforce Energy and Utilities Cloud Accredited Professional exam
Question #: 13
Topic #: 3
[All Salesforce Energy and Utilities Cloud Accredited Professional Questions]

An energy company has implemented Energy and Utilities Cloud in its call center, and they're now considering extending Salesforce for their customer self-service portal.

What value would the Energy and Utilities Cloud Communities license provide compared to standard Salesforce Communities?

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Suggested Answer: B

The Energy and Utilities Cloud Communities license provides significant value by extending the same data model, user interfaces, integrations, and processes used in the call center to the self-service portal built with Salesforce Communities. This ensures a consistent and integrated experience across customer service touchpoints, enabling customers to access personalized services, manage their accounts, and interact with the utility provider through a self-service portal that mirrors the functionality available to call center agents. Reference = Salesforce Energy and Utilities Cloud documentation on community portals and self-service highlights the ability to extend call center capabilities to customer self-service platforms, providing a cohesive and efficient customer experience: https://www.salesforce.com/products/community-cloud/industries/energy-utilities/


by Ruthann at Jul 08, 2024, 05:23 PM

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Catalina
11 days ago
I don't know, guys, I'm kind of leaning towards Option A. Who wants to spend time creating all those cusNadineizations from scratch? Give me the out-of-the-box utilities and let's get this thing built!
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Sherman
12 days ago
Ha, Option D sounds like the easy way out - 'simple and easy' implementation, but at the cost of cusNadineization. I guess if you just want a generic self-service portal, that could work, but it's probably not what this energy company needs.
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Noe
16 days ago
I'm leaning towards Option B as well, but I wonder if the 'reusable components' claim is a bit of a stretch. Shouldn't we be able to reuse at least some of the call center work in the self-service portal?
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Golda
17 days ago
Option B seems the most comprehensive, but I'm curious if the Energy and Utilities Cloud really does extend the data model and integrations, or if it's just a fancy skin on top of standard Salesforce.
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Nadine
26 days ago
Wow, I'm not sure I understand the difference between these options. They all sound like they could provide value, but it's hard to tell which one is the best.
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Johnathon
1 months ago
That's a good point, Felice. It's important to weigh the pros and cons of each option before making a decision.
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Felice
2 months ago
I see your point, Vincenza. But I think option C is also worth considering since it provides the same data model and tools as the call center to build the self-service portal.
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Vincenza
2 months ago
I disagree, I believe option B is more valuable as it extends the data model, user interfaces, integrations, and processes used in the call center to the self-service communities' website.
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Johnathon
2 months ago
I think option A is the best choice because it offers customizations that would otherwise have to be created through Apex.
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