Which document should be created to support the initial planning phase of animplementation project? (Choose
2)

• A.Project milestones
• B.Requirements traceability matrix
• C.Solution design document
• D.Project kickoff presentation

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The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

• A.Number of cases created using Communities by month.
• B.Number of Knowledge articles created each month.
• C.Number of cases closed by self-service users.
• D.Average call handle time by team.

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Universal Containers wants to provide a more consistent service experience to its customers and is evaluating
the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

• A.The Macros widget or utility must be added to the console.
• B.The Run Macros Permission must be granted to users.
• C.The Run Macros Action must be on the page layout.
• D.Users must use Lightning Experience.
• E.Publisher Actions used in the macros must be on the page layout.

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

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UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?

• A.Web-to-Case
• B.Customer Chatter groups
• C.Email-to-Case
• D.On-Demand Email-to-Case

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