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Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle securityrelated issues have complained that case records are being routed to them incorrectly.
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?
Universal Containers provides phone support to customers. The abandoned call rate has been high in recent
months.
Which solution should a Service Cloud Consultant recommend to address the issue?
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article
quality. CK plans to allow all service agents to create articles.
What should the consultant recommend to create a vetting workflow to reduce the number of low-quality
articles?
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?
Universal Containers (UC) has regional contact centers around the world. UC has
implemented Service Cloud with the organization wide default for Cases set to Private. The UC role
hierarchy is set up by region. Support managers want to see support metrics for their region by
default. UC needs a scalable solution.
Which strategy should a consultant recommend?
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