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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
3 months 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
3 months 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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Becky
2 months ago
D) Assign the relevant lightning pages to the energy company's service agent user profile
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Delisa
2 months ago
C) Configure custom OmniScripts and FlexCards to cover the requirements
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Jonell
3 months ago
B) Configure a custom Salesforce Service Cloud console
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Brande
3 months ago
A) Configure the Energy and Utilities Contact Center Console available in the process flow
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Dortha
3 months 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
3 months 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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Viva
2 months ago
Configuring a custom Salesforce Service Cloud console could also be a good option. It might provide a more tailored solution for the customer service agents.
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Cammy
2 months ago
I think configuring custom OmniScripts and FlexCards might be more beneficial. It covers all the requirements in one go.
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Edmond
3 months 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
3 months 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.
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Ammie
2 months ago
True, but configuring a custom Salesforce Service Cloud console could also streamline the process.
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Tammara
2 months ago
That's true, having the right lightning pages for the service agents can enhance their efficiency.
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Odelia
3 months 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
3 months ago
I agree, configuring custom OmniScripts and FlexCards would provide a complete solution.
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Merilyn
3 months ago
I agree with Vincenza. Custom OmniScripts and FlexCards can provide a tailored solution for the customer service agents.
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Vincenza
3 months ago
I think option C) Configure custom OmniScripts and FlexCards would be the best choice.
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