Universal containers has implemented salesforce knowledge and the service manager wants to encourage
agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform andrequires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

UC's service center needs to provide support for a new product line. The product manager would like to be
notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet
this requirement?
(choose 1 answer)

Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the
Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?