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Universal Containers (UC) is implementing Service Cloud within its North America call center to validate
key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the
upcoming Salesforce Release schedule may impact the implementation project's development efforts.
What should a Service Cloud Consultant recommend that UC's Salesforce Admin do in this scenario?
What should a consultant consider when implementing Salesforce Messaging functionality in a new Service Cloud instance?
Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles
from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs)
to ensure that its customer support
center is profitable.
Which metric should a consultant use to help executive management understand support center costs?
Universal Containers wants to let its customers interact in real time with support agents from their computers
and mobile
devices.
Which feature should a consultant recommend to meet this requirement?
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