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Cloud Tech Support is preparing to deploy Service Cloud with new features including Case Escalation...

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Cloud Tech Support is preparing to deploy Service Cloud with new features including Case Escalation Rules and a Knowledge Base. Their current support staff is accustomed to email-only case management. The company wants minimal downtime and a high adoption rate for the new solution.

What should the Service Cloud Consultant recommend to prepare the support reps for the transition?

A.

Develop just-in-time video tutorials and provide access after go-live so reps can learn as they use the system.

B.

Deliver a combination of hands-on training and Trailhead-based learning aligned to business processes before deployment.

C.

Assign power users to configure the system and handle questions post-launch without a formal enablement plan.

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