Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

• A.Lightning Guided Engagement
• B.Path for Cases
• C.Lighining Row Component
• D.Service Console Macros

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Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems.
Following best practices, which development and deployment path should a consultant recommend?

• A.Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production.
• B.Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production.
• C.Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.

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Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers

• A.Data Import Wizard
• B.Change Sets
• C.Data Loader
• D.Mass Transfer Records

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Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

• A.Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
• B.Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
• C.Configure the new app in developer org and use an unmanaged package to deploy to production.
• D.Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

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Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.
What is a cost-effective method for agents to create these activities?

• A.Navigate a Screen Flow.
• B.Execute a macro.
• C.Leverage Einstein Case Wrap-Up.

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