Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.
Which mobile development option should the consultant recommend?

• A.Create two custom mobile apps, one for Apple and the other for Android.
• B.Explain that community users can access the site through a web browser.
• C.Use Salesforce Mobile Publisher to create a common app for both Apple and Android.

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Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

• A.in a Private sharing model, only queue members can take ownership or cases in the Queue.
• B.In a Private sharing model, only queue members and direct reports can view cases in a Queue.
• C.In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.
• D.In a Public Read Only sharing model, al users can view cases in a Queue.

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A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

• A.Enable Work Orders.
• B.Create an Entitlement Process.
• C.Set up Milestones.
• D.Configure Service Contracts.

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Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?

• A.It captures the same informaion as First Call Resolution.
• B.It includes blocked and abandoned calls.
• C.It is the typical experience of a caller.
• D.It is skewed by calls that are quickly answered

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Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

• A.Dashboard viewer
• B.Team leaders
• C.VP of service

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