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Cloud Kicks (CK) provides varying levels of support based on the customer's service contract. For customers with a Gold service contract, CK plans to use milestones. For example, a call comes in at 11:00 AM on Wednesday. The service rep responds at 1:00 PM on Wednesday to complete the first milestone. Then, the service rep must respond by 1:00 PM on Thursday to complete the second milestone. Which milestone recurrence type should the consultant recommend?

The service center managers and IT team at Cloud Kicks have asked the consultant for a cost-benefit analysisafter a new Service Cloud implementation.What measurement will reflect cost savings after the implementation?

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.Which strategy should a consultant recommend?

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submitsupport requests instead of calling the customer service center. The product owner has asked the consultant tocreate the implementation plan and research solutions.What should the consultant do before creating an implementation plan?

A manager would like information on which Knowledge articles are used most often by call center agents.Which report should a consultant use to identify the Knowledge articles that are used most often?