Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers' key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario?

• A.Assign a global team of experienced analysts to create a standard report template.
• B.Ask leadership, management, and agents in all regions to vote on the standard report template.
• C.Request that the VP of worldwide support design a standard report template to provide a clear vision,

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to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.

• A.Add the knowledge related list to the case record page
• B.Add the knowledge tab to the service console
• C.Add knowledge component to case record page
• D.Add knowledge data categories to each case

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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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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 a formula block to the macro
• C.Create a formula to build the macro logic around
• D.Add conditional logic to the instructions

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Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

• A.Case Feed
• B.Next Best Actions
• C.Omni-channel Supervisor
• D.Push Notifications

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