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Free Energy-and-Utilities-Cloud Exam Braindumps (page: 9)

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PDF with 75 Questions

An energy company has implemented Energy and Utilities Cloud in its call center, and they're now considering extending Salesforce for their customer self-service portal.
What value would the Energy and Utilities Cloud Communities license provide compared to standard Salesforce Communities?

  1. Energy and utilities Cloud for Communities comes with a set of customizations that would otherwise have to be created through Apex
  2. Energy and utilities Cloud extends the data model, user interfaces, integrations, and processes used in the call center to the self-service communities' website
  3. Energy and Utilities Cloud provides the same data model and tools as the call center to build the self-service portal, but the components used in the call center cannot be reused
  4. Energy and Utilities Cloud includes a self-service portal built on communities that cannot be further modified to make implementations simple and easy

Answer(s): B

Explanation:

The Energy and Utilities Cloud Communities license provides significant value by extending the same data model, user interfaces, integrations, and processes used in the call center to the self-service portal built with Salesforce Communities. This ensures a consistent and integrated experience across customer service touchpoints, enabling customers to access personalized services, manage their accounts, and interact with the utility provider through a self-service portal that mirrors the functionality available to call center agents. Reference = Salesforce Energy and Utilities Cloud documentation on community portals and self-service highlights the ability to extend call center capabilities to customer self-service platforms, providing a cohesive and efficient customer experience: https://www.salesforce.com/products/community-cloud/industries/energy-utilities/



Which two standard Energy and Utilities Cloud data model characteristics are used to differentiate B2B and B2C customers?

  1. Accounts with RecordType Business are used to represent B2B customers.
  2. Accounts with RecordType Consumer are used to represent B2C customers
  3. Person accounts are used to represent B2C customers.
  4. Accounts with RecordType Service are used to represent B28 customers

Answer(s): A,B

Explanation:

In the standard Salesforce Energy and Utilities Cloud data model, B2B and B2C customers are differentiated as follows: A. Accounts with RecordType "Business" are used to represent B2B customers. This RecordType is designed to capture information relevant to business accounts, including details specific to companies and organizations. B. Accounts with RecordType "Consumer" are used to represent B2C customers. This RecordType is tailored to individual consumers, focusing on personal account information and individual customer interactions. This distinction in the data model facilitates the management of diverse customer types within the energy and utility sector, allowing for tailored interactions and services. Reference = Salesforce Energy and Utilities Cloud documentation provides insights into the data model, including the differentiation between B2B (Business) and B2C (Consumer) customers using specific RecordTypes, which is critical for managing customer relationships and data:
https://developer.salesforce.com/docs/atlas.en-
us.industries_energy_and_utilities.meta/industries_energy_and_utilities/



A company's energy and utilities org uses Permission Set Licenses What are the two methods to control users access to features and functionality?

  1. Permission Sets
  2. Sharing Settings
  3. Permission Set Groups
  4. Managed Package Licenses

Answer(s): A,C

Explanation:

In Salesforce Energy and Utilities Cloud, as well as across the Salesforce platform, controlling user access to features and functionality can be effectively managed using Permission Sets and Permission Set Groups.
Permission Sets are collections of settings and permissions that grant access to various tools and functions within Salesforce. They can be used to extend users' access rights without altering their primary profile.

Permission Set Groups are a way to organize Permission Sets, making it easier to assign and manage access for users. They allow administrators to bundle multiple Permission Sets into a single assignment, streamlining the process of granting necessary permissions to users. These tools are essential for tailoring access controls to meet the specific needs of an organization and ensuring that users have the appropriate level of access to perform their roles. Reference = Salesforce documentation provides detailed information on managing user access with Permission Sets and Permission Set Groups, emphasizing their importance in configuring secure and functional access controls within the Salesforce platform:
https://help.salesforce.com/articleView?id=perm_sets_overview.htm&type=5



An energy company runs utility-specific processes in the backend customer information system (CIS) and billing systems with minimal visibility to service agents. The company embarks on a multi-year digital transformation initiative to provide a Customer 360 view to its service agents.
What two licenses should be recommended and mapped in the future state architecture to align with the business vision?

  1. Service Cloud
  2. Contract Lifecycle Management (CLM)
  3. Configure Prince Quote (CPQ)
  4. Energy and utility Base

Answer(s): A,D

Explanation:

For an energy company embarking on a digital transformation initiative to provide a 360-degree customer view to service agents, the recommended licenses are: A. Service Cloud: Essential for enabling service agents to manage customer interactions and service requests efficiently, providing tools for case management, customer service analytics, and more. D. Energy and Utilities Base:
Specifically tailored to the energy and utilities sector, this license provides access to industry-specific data models, workflows, and functionality designed to manage the complex needs of energy providers. Together, these licenses ensure that service agents have access to comprehensive customer information and the specialized tools needed to support the unique requirements of the energy and utilities sector. Reference = Salesforce Energy and Utilities Cloud documentation and Service Cloud resources detail the functionalities and benefits of these licenses, highlighting their role in supporting customer service and industry-specific processes:
https://www.salesforce.com/products/service-cloud/overview/, https://www.salesforce.com/products/industries/energy-and-utilities/overview/






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