A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

• A.Add development resources to the project team to build out the additional requirements.
• B.Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
• C.Document the requirements gap and communicate development options to the project team
• D.Adjust the project scope to accommodate new requirements and continue with the original project schedule

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Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

• A.A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
• B.An organization-wide default of Public Read/Write on the Case object.
• C.A sharing rule to ensure record access is granted based on criteria of the case.
• D.A sharing set to grant the Customer Community user access to records associated to their Contact record.

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Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

• A.Plan, Prepare, Test, Execute, Validate
• B.Plan, Prepare, Validate, Execute, Text
• C.Prepare, Plan, Text, Execute, Validate
• D.Prepare, Plan, Validate, Execute, Text

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The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?

• A.Case Assignment Rules
• B.Omni-Channel
• C.Visual Workflow
• D.Case Auto-Response Rules

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A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers

• A.Support Processes
• B.Support Types
• C.Record Types
• D.Approval Processes

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