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

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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.Agile
• C.Force.com IDE
• D.Kanban

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Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers * Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?

• A.Integrate Facebook to its existing Customer Community.
• B.Enable Social Customer Service.
• C.Create a Lightning Platform app for Facebook monitoring.
• D.Enable Salesforce social profile on contacts.

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Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.
What should a consultant recommend?

• A.Change the Run Apex As User to a service agent profile.
• B.In Inbound Setting, set Enable Case Reopen to 3 days.
• C.Establish Duplicate Rules to find similar cases.
• D.Configure a Macro to close the duplicate case

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Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?

• A.Global Shared Macro
• B.Omni-Channel Utility widget
• C.Actions & Recommendations component
• D.Personalised navigation menu

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