Question No. 1

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?

AConfigure the Energy and Utilities Contact Center Console available m the process horary

BConfigure a custom Salesforce Service Cloud console.

CConfigure custom OmniScripts and FlexCards to cover the requirements.

DAssign the relevant lightning pages to the energy company's service agent user profile

Show Answer

Correct 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

Question No. 2

An energy company wants to integrate its current Product Catalog legacy system with its Salesforce org. which uses Industries CPQ. In this API. all products require a Product type, which can be one of four values: Energy, Batteries. Measurement, or Solar Panels This information must be captured in Salesforce and be easily searchable in the org to be sent to the system.

What is the recommended way to design it in Energy and Utilities Cloud?

AA picklist attribute can be configured and associated to the base object type.

BA picklist attribute can be configured and associated to each product individual^

CA Velocity Picklist can be configured and related to Produc12 object

DA picklist field can be added to the Prodoct2 object

Show Answer

Correct Answer: D

To capture and make searchable the Product type information in Salesforce, relevant to an energy company's Product Catalog integration with Industries CPQ, adding a picklist field to the Product2 object is recommended. This picklist field can be configured with the four required values (Energy, Batteries, Measurement, Solar Panels) and will allow for easy categorization and searching of products within the Salesforce org, ensuring that the data can be efficiently managed and utilized within the system. Reference = The Salesforce CPQ documentation provides guidance on configuring product attributes and managing the Product Catalog, including adding custom fields to products for better categorization and searchability: https://help.salesforce.com/articleView?id=cpq_products.htm&type=5

Question No. 3

What tool should be used to migrate configurations from sandbox to production when a customer has completed configuring OmniStudio components?

ASalesforce Export Wizard

BOmniStudio DataPacks

CIDX Workbench

DDataLoader.io

Show Answer

Correct Answer: B

When migrating configurations, especially those related to OmniStudio components from a sandbox to production environment in Salesforce, OmniStudio DataPacks are the recommended tool. OmniStudio DataPacks, part of the Salesforce DevOps toolkit, allow for the bundling and deployment of complex configurations and metadata associated with OmniStudio components. This tool is specifically designed to handle the intricate dependencies and settings of OmniStudio components, ensuring a seamless and error-free migration process. Reference = Salesforce documentation on OmniStudio deployment and migration strategies emphasizes the use of OmniStudio DataPacks for effective configuration migrations. This is outlined in the Salesforce OmniStudio Developer Guide, which provides detailed instructions on using DataPacks for deploying OmniStudio solutions: https://developer.salesforce.com/docs/atlas.en-us.omnistudio.meta/omnistudio/

Question No. 4

An energy company urgently needs to replace its current customer information system (CIS). The current system is at end-of-life and unsupported Because the cost to replace the CIS is so high, executives contemplate putting all other projects on hold. This would delay the planned Energy and Utilities Cloud implementation. The executive committee asks a consultant for a recommended, cost-effective approach to maximize the return on investment.

Which two courses of action should the consultant recommend?

AImplement Energy and Utilities Cloud and simultaneously replace the customer information system with a cloud based billing system.

BFirst, implement Energy and Utilities Cloud and integrate it with the current customer information system through a q middleware platform. Then, replace the customer information system with a more modern one and reconnect the integration points between middleware and the new CIS.

CTo avoid reworking to integrations, deploy a new customer information system first then implement Energy and Utilities Cloud.

DCancel the Energy and Utilities Cloud implementation and replace the CIS. because modem CIS systems have all the necessary functionality to effectively track and manage customer engagements in any channel.

Show Answer

Correct Answer: A, B

These recommended actions provide a strategic approach to maximize return on investment while addressing urgent system replacement needs. Implementing Energy and Utilities Cloud alongside a new cloud-based billing system offers a modernized, scalable solution that enhances operational efficiency. Alternatively, integrating Energy and Utilities Cloud with the existing CIS via middleware allows for immediate enhancements in utility operations with the flexibility to upgrade the CIS subsequently. This phased approach reduces disruption and spreads out capital expenditures over time, aligning with strategic financial planning and ensuring continuity of service. Reference = Best practices for implementing Salesforce Energy and Utilities Cloud alongside other critical IT systems are covered in Salesforce's strategic implementation guides, providing a framework for decision-making that balances immediate needs with long-term strategic goals.

https://www.salesforce.com/products/industries/energy-and-utilities/overview/

Question No. 5

The administrator of an energy company needs to manage the lifecycle of new contracts in Salesforce. After the generation of the contract, it needs to be sent to the customer for eSignature through DocuSign.

Which two features of Contract Lifecycle Management and OmniStudio can be used?

AThe 'Send for eSignature' Velocity action can be used to send the last version of the contract document to DocuSign

BAn Omni script can be configured, and a DocuSign Envelope action can be used to email the contract for signature.

CAn Integration Procedure with an HTTP action is needed to integrate with DocuSign. which can be called from an Omniscript

DAn integration Procedure with a DocuSign Signature action can be called from an Omniscript to email the contract for signature

Show Answer

Correct Answer: B, D

In managing the lifecycle of new contracts in Salesforce and integrating with DocuSign for eSignatures, the use of OmniStudio tools is pivotal. An OmniScript can be configured to include a DocuSign Envelope action, which facilitates the emailing of the contract for signature. Additionally, an Integration Procedure with a DocuSign Signature action can be called from an OmniScript, providing a streamlined method to integrate Salesforce with DocuSign and automate the contract signature process. These features leverage the capabilities of OmniStudio to offer flexible and customizable solutions for contract management and eSignature processes, enhancing efficiency and user experience. Reference = Salesforce OmniStudio, including OmniScripts and Integration Procedures, provides comprehensive capabilities for integrating Salesforce applications with external services like DocuSign. The Salesforce documentation on OmniStudio tools offers guidance on configuring these features to streamline business processes

Free Salesforce Energy-and-Utilities-Cloud Exam Actual Questions

The questions for Energy-and-Utilities-Cloud were last updated On Nov 6, 2024