Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts.
What should a Service Cloud Consultant recommend that UC's Salesforce Admin do in this scenario?

• A. Conduct testing in a preview sandbox so the team can adjust features that will be affected by the release.
• B. Postpone the release to the production org so the team can finish the project before the release is deployed.
• C. Disable updates to the sandbox so the team can continue using the solution without the updates from the release.

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?

• A. Flow with notifications
• B. Reports and dashboards
• C. Approval process

Universal Containers has developed and tested several permission sets that control access to critical objects and fields within a sandbox environment. A Service Cloud Consultant wants to migrate these permission sets to production while adhering to Salesforce deployment best practices and maintaining change traceability.

• A. Manually recreate the permission sets directly in production to ensure accuracy.
• B. Use the Salesforce Metadata API via Workbench to deploy the permission sets.
• C. Deploy the permission sets using an outbound change set from sandbox to production.

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation.
Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

• A. Total Open Cases
• B. Average Handle Time
• C. Reduced Call Volume

A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead.
However, customers that
have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

• A. Service Analytics Predictions
• B. Einstein Next Best Action
• C. Visual Remote Assistant