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Salesforce Exam Energy and Utilities Cloud Topic 3 Question 17 Discussion

Actual exam question for Salesforce's Energy and Utilities Cloud exam
Question #: 17
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 Gary at Sep 10, 2024, 05:15 PM

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Cammy
4 months ago
Uh, is option E 'Call the IT department and have them figure it out' because that's my vote. *chuckles* Nah, but seriously, I'd go with B and D. Can't go wrong with the classics!
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Sylvie
4 months ago
I dunno, I'm kind of feeling option A. The Energy and Utilities Contact Center Console sounds like it could be a real hidden gem. It's gotta be better than trying to build something custom, right? *laughs* Or maybe I'm just being lazy.
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Cecilia
4 months ago
Hmm, I'm thinking B and D are the way to go. Can't go wrong with the Service Cloud console and lightning pages. It's like a one-stop shop for all your energy and utilities needs!
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Lenita
3 months ago
For sure, having those functionalities in place would really streamline the process and make it a seamless experience for both the agents and the customers.
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Paris
3 months ago
Definitely! It's all about making it as efficient as possible for the customer service agents to assist customers with their energy and utilities needs.
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Simona
4 months ago
Yeah, and assigning relevant lightning pages to the service agent user profile would make it even easier for them to access everything they need.
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Carin
4 months ago
I agree, having a custom Salesforce Service Cloud console would definitely help with showcasing all the necessary information.
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Earlean
4 months ago
I'm not sure about option D, assigning lightning pages might not provide all the necessary information in one glance.
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Deangelo
5 months ago
Ooh, I'd say C is the way to go. Custom OmniScripts and FlexCards can really bring everything together in a slick, tailored solution. Plus, who doesn't love a little bit of custom coding?
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Iesha
3 months ago
Custom Salesforce Service Cloud console could also be a good choice. It might provide a more tailored solution for the company's specific needs.
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Ellsworth
3 months ago
I think D could also work well. Assigning relevant lightning pages could make it easier for the service agents to access the information they need.
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Tyisha
4 months ago
I agree, C sounds like the best option. Custom OmniScripts and FlexCards can really streamline the process.
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Bernadine
5 months ago
I agree with Rosita, option C seems like the most efficient way to showcase the customer's 360-degree view.
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Lawrence
5 months ago
B and D for sure. The Service Cloud console and lightning pages are the way to go here. Gotta have that 360-degree view in one place, you know?
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Ciara
5 months ago
I agree, having a 360-degree view in one place is crucial for efficient customer service. Those functionalities will definitely help the consultant showcase the Energy and Utilities Cloud demo effectively.
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Tresa
5 months ago
B and D are definitely the best options. The Service Cloud console and lightning pages will make it easy for agents to access all the necessary information.
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Rosita
5 months ago
I think option C is the best choice because OmniScripts and FlexCards can be customized to show all the required information.
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