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

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Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

• A.Change the org-wide default for cases and contacts internal access to private.
• B.Update the case assignment rule to add the site member to the predefined case team.
• C.Create a sharing rule to share the contact record with the site member.
• D.Set up a sharing set to grant access based on the site member's contact record.

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Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

• A.Change Sets
• B.Mass Transfer Records
• C.Data Import Wizard
• D.Data Loader

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service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. After reviewing service console all configured features are required.

• A.Create multiple console layouts
• B.Define criteria-based record page components
• C.Configure Macros
• D.Enable keyboard shortcuts

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As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?

• A.Track not promoter scores as part of an automated survey after case closure for every cote.
• B.Measure difference in CSAT ol cases with and without articles attached.
• C.Track the average calls per day, average cases per agent, and average cases per case type.
• D.Benchmark the average cases per agent versus the team average across each case channel

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