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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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Erick
27 days ago
I'm not sure. Maybe we should also consider assigning relevant lightning pages to the service agent user profile as mentioned in option D.
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Abraham
29 days ago
B, because what else would you expect from the Service Cloud? It's like a Swiss Army knife for customer service.
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Fannie
17 days ago
D, assigning relevant lightning pages would also be helpful for the service agents.
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Mollie
22 days ago
B, because the Service Cloud is versatile and can handle all those requirements.
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Charolette
29 days ago
I agree with Amira. Custom OmniScripts and FlexCards seem like the best choice for showcasing the customer's 360-degree view.
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Amira
1 months ago
I think we should use option C to configure custom OmniScripts and FlexCards.
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Marisha
1 months ago
D, definitely. Who wants to reinvent the wheel when Salesforce has already built those Lightning Pages?
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Doug
1 months 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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Sarina
19 days ago
C) Configure custom OmniScripts and FlexCards to cover the requirements
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Iluminada
22 days ago
B) Configure a custom Salesforce Service Cloud console
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Percy
24 days ago
A) Configure the Energy and Utilities Contact Center Console available in the process flow
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Paul
1 months 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
2 months 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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Mayra
16 days ago
True, but I think sticking with B and D would cover all the necessary functionalities without overcomplicating things.
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Aide
18 days ago
Configuring custom OmniScripts and FlexCards could also be useful for streamlining the process and providing a more efficient experience for the agents.
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Maryrose
22 days ago
I agree, having the flexibility of Lightning Pages will make it easier to customize the agent's view based on their needs.
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Loreta
30 days ago
B and D are definitely the best options. The Salesforce Console is great for managing customer interactions.
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