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

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Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?

• A.Field Service
• B.Mobile Connect
• C.Contact Request
• D.omni Channel

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Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

• A.Path for Cases
• B.Lightning Guided Engagement
• C.Service Console Macros
• D.Lighining Row Component

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Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?

• A.Salesforce Mobile App
• B.Lightning Console
• C.Employee Community
• D.Field Service Lightning

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To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

• A.Add the Knowledge Component to the Case record page.
• B.Add the Knowledge related list to the Case record page.
• C.Add Knowledge Data Categories to each Case.
• D.Add the Knowledge tab to the Service Console.

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