A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?

• A.Lightning Platform
• B.Waterfall
• C.Kanban
• D.Agile

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Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers

• A.Knowledge Action to Publish an Article once the Article is approved
• B.Validation Rules for Article Types to verify all fields during creation
• C.Approval Process that assigns an Article to a Reviewer Queue
• D.Data Category to assign an Article Type to a Reviewer

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Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

• A.Escalated Calls
• B.Number of Portal Logins per Day
• C.Knowledge Article Usage
• D.Cases by Support Channels
• E.Average Call Handle Time

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UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

• A.Use Chatter case feed and case teams to monitor cases
• B.Use an escalation rule to move cases into the product manager queue
• C.Use an assignment rule to assign new cases to the product manager
• D.Use a workflow rule to send an email to the product manager

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What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)

• A.Use suggested Knowledge articles
• B.Increase the Call-to-Order ratio
• C.Use integrated voice response
• D.Bypass entitlement verification

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