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Salesforce Exam Energy and Utilities Cloud Topic 3 Question 23 Discussion

Actual exam question for Salesforce's Energy and Utilities Cloud exam
Question #: 23
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 Camellia at Jan 15, 2025, 09:23 PM

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Doug
4 days ago
Is there a 'All of the above' option? Sounds like you need a bit of everything to get that 360-degree view.
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Paul
7 days ago
I'd go with C. Custom OmniScripts and FlexCards can really let you tailor the experience to the energy company's needs.
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Melissa
11 days ago
B and D seem like the way to go. You get the power of the Salesforce Console and the flexibility of Lightning Pages to meet all those requirements.
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