Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

• A.Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
• B.Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
• C.Assign a global team of experienced agents and leaders to create a common design template and report structure.
• D.Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

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You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. What does the hashtag do?

• A.Tag another chatter user
• B.Deletes posts
• C.Returns a link that returns a post with the same reference

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The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

• A.Approval of test scripts from the business lead
• B.Fund customer approval on training materials
• C.Verification that sample data has been loaded
• D.Verification of the production migration checklist

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A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

• A.Create a report using the case historical trending report type.
• B.Create a report using the case snapshot report type.
• C.Create a report using the case lifecycle report type.
• D.Create a report using the case age report type.

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A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

• A.The Customer does not know they were transferred.
• B.Both Service Reps can chat with the Customer.
• C.The Chat Transcript and Case are transferred.
• D.The Customer is shown the new Representative's Name

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