The Universal Containers support center management team would like to leverage Salesforce functionality to
improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

Universal Containers' contact center would like to measure and communicate case escalation rates to
management. Which solution should a consultant recommend to meet this requirement?

Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?

When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.