Universal Containers support manager wants to share product-specific information with their customer
Communities. What should a consultant recommend to meet this requirement? Choose 3 answers

• A.Enable Public Solutions
• B.Assign Article types to the Community
• C.Enable Article deliveries
• D.Configure Content Library permission
• E.Publish Articles to external channels

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Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

• A.Configure Case Escalation Rules.
• B.Enable Omni-Channel Routing.
• C.Define Entitlement and Milestones.
• D.Use Process Builder with Scheduled Actions

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The project manager on a Service Cloud implementation is responsible for coordinating user acceptance
testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

• A.Fund customer approval on training materials
• B.Verification that sample data has been loaded
• C.Verification of the production migration checklist
• D.Approval of test scripts from the business lead

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Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

• A.Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
• B.Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
• C.Assign a global team of experienced agents and leaders to create a common design template and report structure.
• D.Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

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Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

• A.Recommend opening the case list view in a separate browser tab and use the window alongside the case view
• B.Build a customer visual force page with the list view and assign it to the console sidebar.
• C.Configure the case list under custom console components so users can view the list view along with the case view
• D.Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console

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