Salesforce Certified Service Cloud Consultant — Question 2

Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigate these concerns?

Answer options

• A. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
• B. Configure the new app in developer org and use an unmanaged package to deploy to production.
• C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
• D. Deploy the configured and tested app to production. Update the agent's profile to view the app and take away access to the old app.

Correct answer: D

Explanation

The correct answer is D because it ensures that call center agents have immediate access to the new app while removing their access to the old app, thereby minimizing disruption. Option A delays the deployment by requiring a sandbox environment, which could prolong the transition. Option B involves using an unmanaged package from a developer org, which could lead to issues with integration and support. Option C suggests waiting for the next Salesforce version update, which could also cause unnecessary downtime and delays.