Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

• A.In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.
• B.In a Private sharing model, only queue members and direct reports can view cases in a Queue.
• C.In a Public Read Only sharing model, al users can view cases in a Queue.
• D.in a Private sharing model, only queue members can take ownership or cases in the Queue.

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A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

• A.Enable Suggested Articles.
• B.Create Article Translation.
• C.Create Synonym Groups.
• D.Add Data Category Groups.

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Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements
listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?

• A.Deploy in phases using countries as pilots
• B.Migrate agents to Force.com Connect Offline during deployment
• C.Deploy based on the number of trainers available
• D.Migrate case data and deploy to all users at office

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Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.
Which mobile development option should the consultant recommend?

• A.Create two custom mobile apps, one for Apple and the other for Android.
• B.Explain that community users can access the site through a web browser.
• C.Use Salesforce Mobile Publisher to create a common app for both Apple and Android.

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Universal Containers has determined that case list views are slow to load because of the large number of cases
in the system.
Which two actions will improve the performance of the list views? Choose 2 answers

• A.Restrict visibility of the views
• B.Remove filter criteria from the views
• C.Reduce the number of fields displayed
• D.Filter the views by case owner

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