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Salesforce Communications Cloud Interview Questions

Salesforce Communications Cloud Interview Questions and Answers.

Q1. What is Salesforce Communications Cloud?

Salesforce Communications Cloud is Industry specific offering from Salesforce with prebuilt processes, integrations, and data models, to support CSPs, including business-to-consumer (B2C), business-to-business (B2B), and wholesale markets. It powers digital-first journeys and delivers perfect orders with a catalog-driven, modular approach that meets telecom industry standards. Some of the key benefits of Communications cloud are:

  • Faster Product Launch
  • Personalized Efficient Service
  • Accurate Order Capture and Fulfillment
  • Faster Onboarding
  • Complete Customer Lifecycle Management

Q2. What is Enterprise Sales Management?

Enterprise Sales Management (ESM) extends Communications Cloud applications, including Industries CPQ, to deliver a unified, customizable selling experience for those working with large transactions for both fixed and mobile services. 

Enterprise Sales Management is designed to create bulk quotes and orders for enterprise customers, so the processes and data models relate specifically to those tasks. You can customize ESM to suit your organization’s requirements.

Key Features of ESM include:

  • A communications industry data model.
  • A shared catalog with prebuilt product models for business internet, business mobile, and business VPN product lines.
  • Prebuilt, interactive proposal templates, with facilities to extend and develop contracts using Contract Lifecycle Management (CLM).
  • Guided processes for multi-member quoting, including member uploads and grouping.
  • Prebuilt orchestration plans for use with Industries Order Management.
  • OmniStudio configuration and extensions, and examples to support organization-specific requirements.

Q3. What is Mobile Subscription Management?

Mobile Subscription Management (MSM) extends Industries CPQ to address the most common OSS and BSS processes used by mobile service providers for prepaid mobile subscriptions. The customer portal and the agent console are supplied out of the box and can be customized to suit business needs.

The MSM solution includes:

  • A shared catalog with sample products, pricing and orchestration plans, accounts, and contacts.
  • OmniStudio components including cards, templates, OmniScripts, and Lightning web components for building the user interface, user experience, and guided flows.
  • A communications industry data model extended to perform MSM actions.
  • Industries EPC for product lifecycle management.
  • Industries CPQ for basket/cart operations.
  • Industries Digital Commerce APIs to support workflows such as managing mobile features or topping up cash balances.
  • Industries OM for order decomposition and orchestration.

Q4. What is TMForum?

TMForum provides industry-driven standards for product management, product pricing, price-book, quotation, documentation, and other things you do while selling your products and services. 

Q5. What is Service Catalog?

A service catalog maintains the information on all the services that you currently offer to customer. It should be a subset of your entire service portfolio.

Q6. What is a Technical Service Catalog?

A technical service catalog contains information relevant to the service provider regarding delivery and support of the service to meet customer needs. This includes technical, security and process information for use in service delivery, which isn’t relevant for service customers.

Additional Resources

This article will be updated soon. Please come back for more Salesforce Communications Cloud Interview Questions and Answers!


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