Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

• A.Email-to-Case
• B.Salesforce for Outlook
• C.Web-to-Case
• D.On-Demand Email-to-Case

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Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

• A.Web to case forms
• B.Standard email to case
• C.On-Demand Email-to-case
• D.Omni channel routing

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Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?

• A.Enable the "Access Recent Items" user permission on the user profiles.
• B.Enable the "History" component within the Salesforce Console for Service.
• C.Create a custom list view for cases, contacts, and orders and pin them to the side bar.
• D.Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.

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A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

• A.Document the requirements gap and communicate development options to the project team
• B.Add development resources to the project team to build out the additional requirements.
• C.Adjust the project scope to accommodate new requirements and continue with the original project schedule
• D.Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.

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Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system.
Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?

• A.Add images to an HTML file.
• B.Ensure each image is less than 25 MB.
• C.Change all images to JPEG files.

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