Explanation:

Universal Containers is deploying Service Cloud across 100 global contact centers, and wants standardized KPI reporting across regions. This requires executive-level alignment and strategic consistency to ensure reporting reflects business priorities and supports comparative performance analysis across regions.

Let’s evaluate each option:

🔍 A. Assign a global team of experienced analysts to create a standard report template
While analysts are excellent at building reports and interpreting data, they generally follow the strategic direction set by leadership.
Analysts may have technical and operational expertise, but they don’t set the vision for what KPIs matter most to the business.
Without a top-down directive, their reports might lack strategic alignment across regions.
🟡 Helpful in execution, but not the first step to establish standardization and strategic vision.

🔍 B. Ask leadership, management, and agents in all regions to vote on the standard report template
This may sound democratic, but it can result in:
Inconsistent or conflicting priorities
Diluted or regionally-biased templates
It's time-consuming, difficult to manage across 100 centers, and lacks clear executive leadership.
While stakeholder input is important, strategy should drive design, not votes.
🔴 Inefficient and misaligned with enterprise-level reporting needs.

🔍 C. Request that the VP of worldwide support design a standard report template to provide a clear vision
The VP of worldwide support:
Has a global perspective
Understands corporate KPIs
Can align reporting with strategic business goals

This approach ensures:
Consistent KPI definitions
Unified reporting standards
Better comparability across regions
After the VP defines the template and vision, analysts can then implement and refine based on this structure.
✅ Best-practice enterprise approach.

📚 References:
Salesforce Best Practices for Global Rollouts:
“Define global standards and governance early — including KPI definitions and reporting structures — led by executive sponsors.”
Trailhead: Report and Dashboard Best Practices
“Work with executive stakeholders to align reporting with business goals.”

✅ Final Answer: C
. Request that the VP of worldwide support design a standard report template
This ensures strategic alignment, consistency, and clarity, which are essential for global KPI reporting across 100 contact centers.

Explanation:

Why Not A? (Data Import Wizard)
The Data Import Wizard is user-friendly but has size and object limitations.
It does not support all metadata (e.g., Service Resources, Skills) and is less efficient for bulk deployments.

Why Not C? (Mass Transfer Records)
Mass Transfer is for reassigning records (e.g., Cases, Leads) between users, not for deploying configuration data like Skills or Service Resources.

Why B? (Data Loader)
Handles complex data: Can import/export Service Resources, Skills, and Skill Assignments in bulk.
Supports all objects: Works with standard and custom objects, including Omni-Channel setup.
CSV flexibility: Allows mapping fields from sandbox to production with precise control.
Best for production deployments: Used for large-scale, repeatable data migrations.

Reference:
Salesforce Data Loader:
Deploy Skills & Service Resources
Omni-Channel Setup Guide

Exam Topic:
"Service Cloud Operations" (Section 3.2 in the Exam Guide).
Key Takeaway:
For production-grade deployments of Omni-Channel components, Data Loader is the most reliable and scalable tool.

Bonus:
Use Change Sets for related metadata (e.g., Routing Configurations) alongside Data Loader for a full deployment.

Explanation:

Universal Containers (UC) needs to train new service agents on handling customer messaging while ensuring contact center managers can monitor sessions for professionalism and accuracy and assist when needed. The Omni-Channel Supervisor feature, combined with Whisper Messages, is the recommended Lightning Console feature to meet these requirements. This combination allows managers to oversee messaging sessions in real time and provide private guidance to agents without customers seeing the communication. Below is a concise explanation of why this is the best choice and why the other options are less suitable.

C. Omni-Channel Supervisor and Whisper Messages:
Omni-Channel Supervisor is a Lightning Console feature that enables contact center managers to monitor real-time metrics and activities of agents handling customer interactions, including messaging sessions (e.g., via Salesforce Messaging for In-App and Web or SMS). Managers can view active conversations, agent statuses, and queue backlogs to ensure efficient operations. Whisper Messages allow managers to send private, real-time messages to agents during live chat or messaging sessions. These messages are visible only to the agent, enabling managers to provide immediate feedback or guidance (e.g., suggesting a professional response or correcting inaccuracies) without the customer seeing the communication.
This combination directly supports UC’s needs by allowing managers to monitor messaging sessions for quality and assist agents during training, ensuring professional and accurate responses.
Reference:
Salesforce Help: Omni-Channel Supervisor
Salesforce Help: Whisper Messages in Messaging
Trailhead: Omni-Channel for Service

A. Chat Supervisor tab and Whisper Messages:
There is no specific Chat Supervisor tab in Salesforce Lightning Console. While Salesforce supports chat functionality (e.g., via Live Agent or Messaging), the supervisory features are part of Omni-Channel Supervisor, not a standalone “Chat Supervisor tab.” This option is misleading and does not align with Salesforce terminology or functionality.
Whisper Messages are available for messaging sessions, but without the Omni-Channel Supervisor interface, managers lack the comprehensive monitoring capabilities needed to oversee all agents and sessions effectively.
Why not ideal: The “Chat Supervisor tab” is not a valid Salesforce feature, making this option incorrect.
Reference: Salesforce Help: Messaging Overview

B. Incident Management tab and Whisper Messages:
The Incident Management tab is related to managing incidents (e.g., system outages or major issues) in Service Cloud, typically used for tracking and resolving service disruptions, not for monitoring real-time customer messaging sessions.
Whisper Messages are unrelated to incident management and are specific to live chat or messaging interactions. This option does not provide the monitoring or assistance capabilities needed for UC’s training scenario.
Why not ideal: Incident Management is irrelevant to monitoring messaging sessions or assisting agents, making this option unsuitable.
Reference: Salesforce Help: Incident Management

How Omni-Channel Supervisor and Whisper Messages Work for UC:
Configure Omni-Channel Supervisor in the Lightning Service Console to allow managers to view real-time dashboards, including active messaging sessions, agent availability, and queue metrics. Enable Whisper Messages for messaging channels (e.g., SMS, WhatsApp, or web chat) to allow managers to join sessions and send private messages to agents.
Example: During a messaging session, a new agent responds to a customer query about a billing issue. The manager, monitoring via Omni-Channel Supervisor, notices an inaccurate response and sends a Whisper Message: “Clarify that refunds take 5–7 business days.” The agent adjusts the response, maintaining professionalism and accuracy.
Exam Relevance: The Service Cloud Consultant exam tests Contact Center Analytics (5%) and Service Cloud Solution Design (16%), including features like Omni-Channel and messaging supervision. Understanding how to leverage Omni-Channel Supervisor and Whisper Messages for real-time oversight is key to supporting agent training and quality control.

Reference:
Salesforce Certified Service Cloud Consultant Exam Guide: Exam Outline
Trailhead: Service Cloud for Lightning Experience

Explanation:

Cloud Kicks wants to allow customers to submit cases without logging in, but prevent spam from automated bots. This points directly to using a Web-to-Case form — Salesforce's built-in method for case submission — with added protection.

🔍 Why C is Correct: Web-to-Case with reCAPTCHA enabled
Web-to-Case allows unauthenticated users (e.g., website visitors) to submit support requests via a form.
reCAPTCHA is a Google service that helps protect web forms from spam and abuse by verifying that a user is human.
Salesforce supports adding reCAPTCHA to Web-to-Case forms, which:
Blocks automated bots from submitting fake cases
Keeps the customer experience seamless
This is the recommended best practice when exposing public case submission forms.
✅ Meets both business requirements:
Customers don’t need to log in
Managers can limit spam through bot protection

🔍 Why the other options are incorrect:
A. On-Demand Email-to-Case Threading
Email-to-Case allows customers to create cases by sending emails.
Threading relates to keeping email conversations in the same case.
It doesn’t prevent spam — in fact, it’s vulnerable to spam if the support email address is exposed publicly.
🔴 Not designed for spam prevention.

B. Web-to-Case with Einstein Case Classification
Einstein Case Classification helps with auto-populating fields or auto-routing cases using AI.
It does not stop spam submissions — it only helps triage once a case is submitted.
Useless before the case is created, where spam should be blocked.
🔴 Doesn’t address the root problem of preventing spam case creation.

📚 Reference:
Salesforce Help Doc: Enable reCAPTCHA in Web-to-Case
“Add reCAPTCHA to your Web-to-Case forms to reduce spam and protect your organization from automated submissions.”

✅ Final Answer: C. Web-to-Case with reCAPTCHA enabled
This ensures unauthenticated users can create cases while minimizing spam risk, using Salesforce-supported best practices.

Explanation:

The organization needs to delete customers’ personal data when they are no longer associated with the company to comply with global data protection and privacy regulations (e.g., GDPR, CCPA). These regulations mandate the complete removal of personal data upon request (e.g., “right to be forgotten”) and require ensuring no residual data remains in production or non-production environments like sandboxes. Option B is the most comprehensive and compliant solution, as it involves searching for and removing all customer data, including records and unindexed free-text fields, and refreshing sandboxes to eliminate retained data. Below is a concise explanation of why this is the best choice and why the other options are less suitable.

B. Search and remove all customer information, including records and unindexed free-text fields, and refresh sandboxes to ensure no data retention:
Complete Data Removal: Global privacy regulations require the deletion of all personal data, including structured data (e.g., Contact, Account, Case records) and unstructured data (e.g., free-text fields like Case Notes or Chatter posts). Tools like Salesforce Data Loader, Data Deletion processes, or third-party apps (e.g., OwnBackup, Odaseva) can search for and delete customer data across objects, including unindexed fields.
Sandbox Refresh: Sandboxes often retain copies of production data, which could violate regulations if not addressed. Refreshing sandboxes after data deletion ensures no residual personal data remains in non-production environments, aligning with compliance requirements.
Compliance: This approach supports GDPR’s Article 17 (Right to Erasure) and CCPA’s data deletion requirements by ensuring all traces of customer data are removed, preventing accidental retention or exposure.
Implementation: Use Salesforce’s Data Management tools to identify records (e.g., via SOQL queries or reports) and delete them. For unindexed fields, use full-text search or third-party tools to locate and remove data. Schedule a sandbox refresh post-deletion to reset non-production environments.
Reference:
Salesforce Help: Data Protection and Privacy
Trailhead: Data Privacy for Salesforce Admins

A. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable:
Scrambling Data: Manually editing fields to “scramble” data (e.g., replacing names with random characters) does not meet the legal definition of data deletion under regulations like GDPR or CCPA. These laws require complete removal of personal data, not obfuscation, as scrambled data may still be recoverable or identifiable.
Inefficiency: Manually editing each record is time-consuming, error-prone, and impractical for large datasets, especially for an organization like Universal Containers with potentially thousands of records.
Sandbox Oversight: This option doesn’t address data in sandboxes, risking non-compliance if personal data persists in non-production environments.
Why not ideal: Scrambling fails to comply with data deletion mandates and is inefficient, making it unsuitable for meeting global privacy regulations.
Reference: Salesforce Help: GDPR Compliance

C. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact:
Deactivation: Deactivating accounts or Experience Cloud users (e.g., disabling Community login access) does not delete personal data; it only restricts access. The data remains in Salesforce (e.g., in Contact or User records), violating regulations that require complete removal. Incomplete Scope: While this option mentions searching across environments, deactivation doesn’t address data in related objects (e.g., Cases, Opportunities) or unindexed fields, leaving residual personal data that could breach compliance.
Why not ideal: Deactivation is insufficient for compliance with “right to be forgotten” requirements, as personal data must be deleted, not just disabled.
Reference: Salesforce Help: Manage Experience Cloud Users

How Option B Works for UC:
Identify Data: Use Salesforce reports, SOQL queries, or third-party tools to locate all customer data, including records (e.g., Contacts, Cases) and unindexed fields (e.g., Case Comments, Chatter posts).
Delete Data: Permanently delete identified records using Data Loader or Salesforce’s Delete functionality, ensuring compliance with privacy laws. For unindexed fields, use full-text search or specialized tools to remove data.
Refresh Sandboxes: Schedule a full or partial sandbox refresh to overwrite old data, ensuring no personal data remains in non-production environments.
Example: If a customer requests data deletion, UC searches for their Contact record, related Cases, and any mentions in free-text fields, deletes all instances, and refreshes sandboxes to ensure no residual data remains.

Exam Relevance: The Service Cloud Consultant exam tests Data Management (part of Service Cloud Solution Design, 16%) and compliance with privacy regulations. Understanding how to implement data deletion processes to meet global standards like GDPR and CCPA is critical.

Reference:
Salesforce Certified Service Cloud Consultant Exam Guide: Exam Outline
Salesforce Help: Delete Data in Salesforce

Explanation:

Why Not A? (Skills-Based Routing)
Skills-Based Routing ensures cases go to agents with the right expertise, but it doesn’t prioritize cases based on SLA deadlines.
High-priority cases could still get stuck in queues if agents are at capacity.

Why Not B? (Capacity Model)
Capacity settings control how many work items an agent can handle, but they don’t enforce SLA deadlines for high-priority cases.

Why C? (Secondary Routing Priority)
Omni-Channel’s Secondary Routing Priority lets you:
First route by priority (e.g., "High," "Medium," "Low").
Then route by SLA deadline (e.g., "Oldest First" to prevent misses).
This ensures high-priority cases closest to their SLA breach get picked first.

Reference:
Omni-Channel Routing Priority:
Set Up Secondary Routing Priority

Exam Topic:
"Service Cloud Operations" (Section 3.2 in the Exam Guide).

Key Takeaway:
To prevent SLA breaches, combine priority + deadline-based routing—Secondary Routing Priority is the only option that does this.

Bonus:
Enable SLA Violation Alerts in Case Milestones for real-time monitoring.

Explanation:

Cloud Kicks wants to go beyond traditional channels and offer a more personalized, flexible experience. That points directly to real-time, conversational platforms like WhatsApp, Facebook Messenger, and SMS—i.e., Messaging apps.

Let’s evaluate each option:

🅰️ A. Social media
Social media (e.g., Twitter, Facebook posts) is useful for public engagement, brand monitoring, and responding to mentions.
But it’s not inherently personalized or private.
Customers may not want to discuss sensitive issues in public threads.
❌ Good for brand presence, not ideal for personalized service.

🅱️ B. Messaging apps ✅ Correct
Messaging apps like WhatsApp, Facebook Messenger, SMS, and Apple Messages for Business are:
Private and conversational
Mobile-friendly and widely adopted
Integrated with Service Cloud Messaging for agent handoff, automation, and SLA tracking
They support rich interactions, including images, quick replies, and even bots.
Perfect for personalized, flexible service that feels natural to customers.
✅ Best fit for Cloud Kicks’ goal.

🅲 C. Salesforce Knowledge
Salesforce Knowledge is a self-service content repository.
It helps customers find answers on their own, but it’s not a communication channel.
Doesn’t offer personalized interaction—it’s static content.
❌ Supports self-service, not personalized engagement.

📘 References:
Salesforce Help: Messaging Channels Overview
Trailhead: Service Cloud Messaging
Salesforce Help: Apple Messages for Business

Explanation:

After gathering a large set of requirements from various stakeholders (in this case, a global support team), a consultant's primary role is to bring structure and focus to the project. The most critical step is to narrow down the vast list of possibilities into a manageable, actionable plan.

Minimum Viable Product (MVP): An MVP is the smallest possible set of features that can be implemented to deliver core business value and can be deployed quickly. By focusing on an MVP, the project can be launched within a reasonable timeframe, allowing the client to realize an early return on investment and enabling the consultant to gather real-world user feedback to inform future phases. This iterative approach is a best practice for Salesforce implementations.

Prioritization: It is crucial to prioritize the identified requirements based on factors such as business value, effort, urgency, and technical feasibility. The MVP is built from the highest-priority items. Common prioritization frameworks like the MoSCoW method (Must-have, Should-have, Could-have, Won't-have) are often used to facilitate this process. This step ensures that the most impactful features are delivered first, setting the foundation for success.

Why the Other Options are Incorrect
B. Prioritize the requirements based on the stakeholder who submitted them.
This is a poor prioritization strategy. It can lead to a solution that is heavily biased towards the needs of a single team or individual, potentially neglecting the broader business goals. A consultant's job is to prioritize based on business value, not on the political influence or seniority of the person who submitted the request.

C. Prioritize the requirements based on requests from the regions.
Similar to option B, this is an flawed approach. While regional requirements are important, they should be evaluated against the overall business objectives. Prioritizing solely based on region could lead to a fragmented and inconsistent solution that doesn't scale well and fails to address the most critical, company-wide issues. A good consultant will identify the most valuable requirements across all regions and build a solution that serves the entire organization effectively.

Reference:
This process is a fundamental tenet of the agile methodology, which is a common approach for Salesforce implementations.
Salesforce Certified Service Cloud Consultant Exam Guide:
The exam outline covers "Implementation Strategies" and "Project Management." These sections emphasize the importance of project scoping, requirements gathering, and planning for an MVP. The recommended practice is to deliver value iteratively, which begins with identifying and prioritizing the core features for a first release.
Trailhead - Salesforce Fundamentals: Agile Methodologies:
Trailhead modules on agile methodologies reinforce the concept of starting with an MVP to deliver a functional solution quickly and then iterating based on feedback. This approach minimizes risk and maximizes the value delivered to the business.

Explanation:

To monitor agent productivity trends using Omni-Channel, the correct object to base the report type on is Agent Work.

🔍 What is the Agent Work object?
The Agent Work object represents each unit of work (e.g., a case, chat, messaging session, etc.) that is assigned to an agent via Omni-Channel.

It tracks key productivity metrics such as:
Handle time
Time to accept
Decline reasons
Status (Opened, Accepted, Completed, etc.)
Timestamps for each stage

It provides a granular, reportable dataset about how agents are handling work items, making it the best object for measuring daily productivity trends.

✅ Perfect for measuring:
Agent response time
Acceptance rate
Completion trends
Workload distribution

🔍 Why not the other options?
A. Agent Detail
This is a sub-object used mostly for Live Agent and Omni Supervisor dashboards.
Not used as a primary reportable object for trend analysis.
May provide supporting metrics but not core productivity data.
🔴 Not suitable for custom daily reports focused on work trends.

C. Assigned Work
This object is part of real-time routing and queue management.
It deals with what work is assigned, not how the agent handled it.
It doesn’t provide deep productivity metrics.
🔴 Not ideal for agent productivity reporting.

📚 Reference:
Salesforce Help: Omni-Channel Reports and Dashboards

“Use the Agent Work object to report on how long agents took to accept and complete work items, and the volume of work completed over time.”

Salesforce Developer Docs: Agent Work Object

✅ Final Answer: B. Agent Work
This is the primary object for building Omni-Channel reports on agent productivity, including daily trends, work volumes, and efficiency metrics.

Explanation:

Let’s break down the options:

🅰️ A. Train on keyboard shortcuts
Keyboard shortcuts help agents navigate faster, but they don’t reduce visual clutter.
Useful for power users, but not a structural solution to layout complexity.
❌ Helpful, but doesn’t solve the core issue of crowded UI.

🅱️ B. Prepare macros
Macros automate repetitive tasks (e.g., sending emails, updating fields).
They boost productivity, but again, don’t address layout or information overload.
❌ Improves task speed, not layout clarity.

🅲 C. Create multiple console layouts ✅ Correct
Multiple console layouts allow you to:
Tailor the UI based on agent roles, case types, or business units
Segment features so agents only see what’s relevant to their workflow
Reduce clutter by contextualizing the workspace
For example:
Tier 1 agents get a layout focused on case intake and triage
Tier 2 agents get a layout optimized for deep troubleshooting and knowledge access
✅ Directly addresses the issue of a crowded console while keeping all features available.

🧠 Pro Tip
Use App Builder and Lightning Page Variants to create layouts based on:
Record type
User profile
Case status or priority
Combine with Dynamic Forms and Visibility Rules to further streamline what agents see.

📘 References:
Salesforce Help: Customize Lightning Record Pages
Trailhead: Lightning App Builder

Explanation:

Universal Containers (UC) has implemented an Experience Cloud site to allow customers to create and update cases online, but customers should only access cases where they are listed as the Contact, including cases created by the support team on their behalf. To meet this requirement, the consultant should recommend configuring a sharing set to grant access to records based on the customer’s associated Contact record. This ensures secure, user-specific access to cases in the Experience Cloud site, aligning with Salesforce security best practices. Below is a concise explanation of why this is the best choice and why the other options are less suitable.

A. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record:
Sharing Sets in Salesforce Experience Cloud are designed to control access for external users (e.g., customers) by granting permissions to records associated with their Contact or Account record. For UC, a sharing set can be configured to give Experience Cloud users (e.g., Customer Community users) Read/Write access to Case records where they are listed as the Contact.
This ensures customers can view and update cases they created or those created by the support team on their behalf (where their Contact record is linked). Sharing sets use the user’s profile or role to map access to their Contact record, providing granular and secure access control.
Implementation: Create a sharing set for the Experience Cloud profile (e.g., Customer Community User), set the Case object to grant Read/Write access based on the Contact field, and apply it to the site’s users. This restricts access to only the relevant cases, maintaining data privacy and compliance.
Reference:
Salesforce Help: Sharing Sets for Experience Cloud
Trailhead: Experience Cloud Basics

B. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy:
Sharing Rules grant access to records based on criteria (e.g., ownership, field values) or role hierarchy, but they are less suitable for external Experience Cloud users. Sharing rules typically apply to internal users or specific roles, and Experience Cloud users (e.g., Customer Community users) don’t typically have roles in a role hierarchy, as they are external users tied to Contact records.
While sharing rules could theoretically grant access to cases, they are less precise for UC’s requirement, as they don’t inherently tie access to the user’s Contact record. This could lead to over-sharing or complex configurations to achieve the same result as a sharing set.
Why not ideal: Sharing rules are less tailored for Experience Cloud users and may require additional setup to mimic the Contact-based access that sharing sets provide out of the box.
Reference: Salesforce Help: Sharing Rules

C. An organization-wide default of Public Read/Write on the Case object:
Setting the Organization-Wide Default (OWD) for Cases to Public Read/Write would allow all users, including Experience Cloud users, to view and edit all Case records, regardless of their association with the Contact. This violates UC’s requirement to restrict access to only cases where the customer is listed as the Contact and poses a significant security risk by exposing all cases to all users.
OWD settings define the baseline access level for an object and are not granular enough to meet UC’s specific access control needs. This approach would also conflict with data privacy best practices.
Why not ideal: Public Read/Write OWD is overly permissive, compromising data security and failing to meet the requirement for Contact-specific access.
Reference: Salesforce Help: Organization-Wide Defaults

How Sharing Sets Work for UC:
Configure the Case object’s OWD to Private or Public Read Only to restrict access by default.
Create a sharing set for the Customer Community User profile in the Experience Cloud site.
Set the sharing set to grant Read/Write access to Case records where the user’s Contact matches the Case’s Contact field.
Example: Customer Jane Doe logs into the Experience Cloud site. Her user record is linked to her Contact record. The sharing set ensures she can view and edit only cases where she is the Contact (e.g., self-created cases or those created by the support team on her behalf).

Exam Relevance: The Service Cloud Consultant exam tests Security and Access (part of Service Cloud Solution Design, 16%) and Experience Cloud configuration, emphasizing secure access for external users. Sharing sets are a key feature for controlling access in Experience Cloud, ensuring compliance with data privacy requirements.

Reference:
Salesforce Certified Service Cloud Consultant Exam Guide: Exam Outline
Trailhead: Data Security in Salesforce

Explanation:

Why Not B? (AppExchange Package)
While an AppExchange package could provide additional functionality, it is not necessary for this requirement.
Overkill for basic case creation with attachments: Native Salesforce features (Email-to-Case, Web-to-Case) already handle file uploads.
Adds unnecessary cost and complexity.

Why Not C? (Web-to-Case)
Web-to-Case allows customers to submit cases via a web form, but:
It does not natively support email-based submissions (which may be preferred by some users).
While it can accept file uploads, Email-to-Case is more flexible for customers who want to attach images directly from their email.

Why A? (Email-to-Case)
Best practice for automating case creation with attachments:
Customers can email descriptions + attach images (e.g., photos of the problem).
Salesforce automatically converts the email into a case and preserves attachments.
No-code setup: Easy to configure in Salesforce Setup.
Works alongside other channels (e.g., Web-to-Case, Phone support).

Reference:
Email-to-Case Documentation:
Set Up Email-to-Case
Handling Attachments in Email-to-Case

Exam Topic:
"Case Management" (Section 2.1 in the Service Cloud Consultant Exam Guide).

Key Takeaway:
Email-to-Case is the simplest, most scalable way to automate case creation with image attachments while following Salesforce best practices.
Bonus:
Combine with Omni-Channel to route these cases efficiently!