Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

• A.Let the dashboard viewers choose
• B.The user creating the dashboard
• C.The VP of service
• D.The dashboard viewer

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

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Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.
What should a consultant recommend to meet the requirements?

• A.Actions & Recommendations component.
• B.Recent Items set to Account object.
• C.Screen flow launched from a global action.
• D.Hitory Utility in the Utility bar.

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Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents.
The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

• A.Most Revised Articles
• B.Most Linked Articles
• C.Top Articles sorted descending
• D.Search Activity Gaps

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Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.
How should the consultant display the data quickly?

• A.Create reports from Cases and display on a dashboard.
• B.Migrate the data to a data lake and request a dashboard.
• C.Use Einstein Analytics for Service Cloud,

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