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

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

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For which purpose should a contact center use visual workflow?

• A.To escalate a case to the support manager if it has been open for more than 72 hours.
• B.To automate business processes for agents who troubleshoot customer support issues via phone.
• C.To assign follow-up tasks to an agent one week after a case is closed.
• D.To automatically assign cases to a specific queue based on the customer support level.

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Which solution should a consultant recommend?

• A.Enable the knowledge sidebar setting in the case support settings.
• B.Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
• C.Enable the knowledge sidebar related list on the case page layout.
• D.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.
• E.Create a visualforce page called knowledge sidebar on the case page layout.

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Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform andrequires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

• A.Waterfall
• B.Force.com IDE
• C.Kanban
• D.Agile

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