Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.
Which methodology should the consultant recommend given the requirements?

• A.Waterfall
• B.Hybrid
• C.Agile

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Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

• A.Add multiple ELSE IF blocks after the IF block
• B.Add conditional logic to the instructions
• C.Create a formula to build the macro logic around
• D.Add a formula block to the macro

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A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live
Agent footer component in the console.
Which configuration option should be verified?

• A.Verify that users are assigned the Live Agent user profile.
• B.verify that users have access to the Live Agent chat buttons.
• C.Verify that users have access to the Live Agent public group.
• D.Verify that users are assigned the Live Agent feature license.

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Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?

• A.Use Flow Builder to create a flow with a scheduled path.
• B.Establish case assignment rules.
• C.Define case auto-response rules.
• D.Configure case escalation rules.

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Which solution should a consultant recommend?

• A.Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
• B.Enable the knowledge sidebar related list on the case page layout.
• C.Enable the knowledge sidebar setting in the case support settings.
• D.Create a visualforce page called knowledge sidebar on the case page layout.
• E.Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

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