AuraHealth Diagnostics is implementing Service Cloud for their support agents who handle sensitive patient data. A key compliance requirement is that case history, specifically field history tracking, must be retained for a minimum of 7 years. Standard field history tracking in Salesforce only retains data for 18-24 months. The solution must be robust, auditable, and minimize custom development. Which approach should the consultant recommend to meet this long-term data retention requirement?
Zenith Financial provides wealth management services and has strict SLAs based on the client's investment tier (Platinum, Gold, Silver). A Platinum case requires a first response within 1 hour and resolution within 8 business hours. A key requirement is that if a case is reassigned from a Tier 1 agent to a Tier 2 specialist, the SLA clock for the 'Resolution' milestone must NOT reset; it should continue from the case creation time. However, a new, separate milestone for 'Specialist Engagement' should be triggered, lasting 30 minutes. How should this be configured using Entitlements?
Innovate Robotics is deploying Lightning Knowledge to support their field technicians. They have a complex product line, and articles often reference specific, versioned technical schematics stored as PDF files. The Knowledge Manager requires that when a new version of an article is published, the old version is immediately archived, but any attached schematic files from the old version must be carried over to the new version to ensure continuity. Manual re-attachment of files is not acceptable due to high volume. Which configuration approach meets this requirement?
A global contact center manager at Vantage Logistics reports that First Call Resolution (FCR) rates have dropped by 15% over the last quarter, while Average Handle Time (AHT) has increased by 20%. The manager suspects this is due to a recent acquisition that introduced a new, complex set of shipping services. Agents are struggling to find the correct information quickly. Which combination of Service Cloud features should a consultant recommend to directly address both the FCR and AHT issues? (Select THREE)
True or False: When configuring Omni-Channel with skills-based routing, a single agent can be assigned skills with varying levels of proficiency (e.g., Spanish proficiency of 10/10, Billing proficiency of 5/10).
## Case Study: Stellar Health Patient Support Center **Company Background:** Stellar Health is a large healthcare provider that operates a central patient support center. The center handles inquiries about appointments, billing, and basic medical questions. They are migrating from a legacy CRM to Salesforce Service Cloud and want to modernize their patient interaction model. They have separate teams for 'Appointment Scheduling' and 'Billing Inquiries', and a group of registered nurses for 'Clinical Triage'. **Current Challenges:** Patient support is currently siloed. A patient might call about a bill, get transferred to billing, then have to call back later for an appointment. There is no unified view of patient interactions. Wait times are high, and patient satisfaction is low. The legacy system integrates with an on-premise Electronic Health Record (EHR) system via a SOAP API to verify patient identity and pull basic medical history. **Project Requirements:** 1. **Unified Agent Experience:** Agents need a single screen to handle multiple patient cases and see a complete interaction history. 2. **Intelligent Routing:** Incoming work items (calls, chats, web forms) must be routed to the correct team based on the inquiry type. Clinical questions MUST be routed only to the 'Clinical Triage' team. Billing questions should be prioritized based on the outstanding balance amount. 3. **EHR Integration:** The existing SOAP API integration with the on-premise EHR system must be maintained for real-time patient verification. 4. **Self-Service:** A patient portal must be created to allow patients to view their upcoming appointments, pay bills, and access a curated set of health articles, with the goal of deflecting 20% of common inquiries. Which combination of Service Cloud features and implementation strategies will best meet all of Stellar Health's requirements?
Quantum Fintech is migrating its customer service operations to Service Cloud. They have a high volume of transactional data and need to connect Salesforce to a legacy, on-premise billing system that exposes data via an OData v4 endpoint. The business requires that support agents see a customer's real-time billing history on the Contact record page without storing the billing data inside Salesforce, to avoid data duplication and storage costs. Which integration feature should the consultant use to meet this requirement?
Evergreen Retail wants to implement a case management process where the 'Status' field on a Case follows a strict lifecycle. A case can only move from 'New' to 'Working', 'Working' to 'Pending Customer', 'Pending Customer' back to 'Working', and finally from 'Working' to 'Closed'. Agents should be prevented from moving the status in any other sequence (e.g., from 'New' directly to 'Closed'). How can a consultant enforce this status transition path?
A consultant is designing a Knowledge implementation for a company with distinct support teams for North America, Europe, and Asia. Each region has its own compliance rules and product variations. The requirement is to ensure that agents in a specific region can only see and use articles relevant to their region, but a global management team needs to see all articles from all regions. Which Knowledge feature should be used as the primary mechanism to control this visibility?
A service manager wants to create a dashboard component that shows the percentage of cases handled by each support channel (Phone, Email, Web, Chat) for the current month. The goal is to quickly visualize which channels are the most utilized. Which type of dashboard component is best suited for representing parts of a whole, like channel distribution?