Universal Support is implementing Service Cloud to replace its legacy ticketing system.

Salesforce Service-Cloud-Consultant Question Answer

Universal Support is implementing Service Cloud to replace its legacy ticketing system. The support team is geographically dispersed and consists of customer support users with varying levels of technical expertise. They are introducing Case Management, Knowledge, and Omni-Channel routing. The Support Manager aims to ensure the rollout proceeds smoothly and that users adopt the new system quickly and efficiently.

How can the Support Manager meet these requirements?

Schedule instructor-led training sessions, include role-based scenarios, and implement a phased rollout starting with a pilot group.

Launch a full company-wide rollout with a short video tutorial and allow support reps to explore the system independently.

Provide sandbox access to all support reps two weeks before launch and encourage peer-to-peer learning without formal training.

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Vendor: Salesforce
Product: Service-Cloud-Consultant
Update on: Jan 2, 2026
Questions: 290

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Universal Support is implementing Service Cloud to replace its legacy ticketing system.

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