Salesforce Certified Service Cloud Consultant — Question 37

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

Answer options

• A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
• B. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
• C. Assign a global team of experienced agents and leaders to create a common design template and report structure.
• D. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

Correct answer: B

Explanation

The correct answer is B because utilizing out-of-the-box functionality allows for cost efficiency and ensures a consistent process and reporting structure across all locations. Options A and C suggest creating individualized templates, which could lead to inconsistencies, while option D promotes unique solutions that would hinder standardization.