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Cloud Kicks has several teams that work on customer cases. Support managers would like to track how long
each case is owned by each team before it gets resolved.
Which report should the Service Cloud Consultant use for this requirement?
Universal Containers wants Salesforce to suggest Knowledge articles to agents based on
information about the case.
Which solution should a consultant recommend?
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 wants to allow customers to send messages to agents in ServiceConsole via their preferred mobile app.Which feature should a consultant recommend?
Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract
includes the same Service Level Agreement (SLA) for both Cases and Work Orders. CK would like an
efficient method to manage the setup.
What is the recommended configuration to meet the requirements?
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