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[Service Cloud Solution Design]
Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.
What should the consultant do before creating an implementation plan?
[Contact Center Analytics]
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?
[Knowledge Management]
The VP of service at Universal Containers wants to make it easier and faster for support
agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?
[Case Management]
Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and
Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.
What should a consultant recommend to meet the requirements?
[Implementation Strategies]
Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its
contact center for the first time. The project requires quick iterations and speedy completion. UC has
requested frequent updates from the project team for check-ins and refinement.
Which methodology should the consultant recommend given the requirements?
