Candidates collaborate with customer engagement administrators to implement and upgrade customer service components including knowledge management, customer feedback, and connected services.Ĭandidates must have strong applied knowledge of customer service including in-depth understanding of cases, knowledge management, unified routing and queues, entitlements, resource scheduling, service- level agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, Customer Service workspaces, Customer Voice, and Omnichannel for Customer Service. They are responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.Ĭandidates design and implement service management processes in collaboration with solution architects. Candidates for this exam are functional consultants with customer service expertise.
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