Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

• A.Configure the new app m developer org and use an unmanaged package to deploy to production.
• B.Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
• C.Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
• D.Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

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Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

• A.From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
• B.Create the necessary objects in Salesforce.
• C.Customize service channel settings to define how the organization receives work from various
• D.Create a Salesforce Case to have Omni-Channel enabled.

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Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents' console use, a consultant has determined that all configured features are required.
Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?

• A.Train on keyboard shortcuts.
• B.Prepare macros.
• C.Create multiple console layouts.

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The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

• A.Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
• B.Create a central "Contact Us" page which provides access to all available channels.
• C.Enforce that customers must search the knowledgebase before they can see the Contact Us page.
• D.Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
• E.Optimize the customer community for mobile devices to have access to the same support as desktops.

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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.omni Channel
• B.Mobile Connect
• C.Field Service
• D.Contact Request

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