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[Knowledge Management]
A company is planning for the migration of an existing external knowledge base into
Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?
[Service Cloud Solution Design]
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?
[Service Cloud Solution Design]
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?
[Case Management]
Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with
its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most
effective for case communication while documenting the conversation history.
Which feature should the consultant recommend to meet the requirement?
[Implementation Strategies]
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?
