Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?

• A.Visual Remote Assistant
• B.Field Service Scheduler
• C.Workforce Engagement Self Scheduling
• D.Omni-Channel Routing

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Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

• A.Deliver the entire project simultaneously so as to present UC with a completed solution.
• B.Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
• C.Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
• D.set a cutoff date of 1.5 months before user acceptance testing for any change requests.

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Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

• A.Prioritize the requirements based on who submitted them.
• B.Identify the requirements needed for initial GoLive.
• C.Organize the requirements from largest to smallest.
• D.Provide a timeline that addresses all the requirements.

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Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers

• A.Live Agent
• B.Social Customer Service
• C.Computer Telephone Integration
• D.Interactive Voice Response

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Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?

• A.Force.com Sites and High-Volume Customer Portal
• B.Visualforce and Self-Service Portal
• C.Force.com Sites with Knowledge and Web-to-Case
• D.Force.com Sites with Knowledge and Email-to-Case

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