C. Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO's current system.

Before proceeding with the implementation of Omni-Channel for NTO's Service Cloud, it's essential to conduct a thorough analysis of the current system and the specific needs and objectives of the project. Producing a gap analysis document is a crucial step to ensure the ongoing success of the project. Here's why:

1. Identification of Current Limitations: The gap analysis will help identify the limitations and pain points of NTO's current system, including how it handles customer issues on social media and other channels.

2. Alignment with Objectives: It will ensure that the proposed solution, Omni-Channel in this case, aligns with the project's objectives and addresses the identified limitations effectively.

3. Proactive Problem-Solving: By understanding the gaps between the current state and desired future state, the project team can proactively address potential issues and challenges that may arise during implementation.

4. Informed Decision-Making: The gap analysis provides stakeholders with the information needed to make informed decisions about whether Omni-Channel is the right solution and how it can benefit NTO's Service Cloud.

Therefore, producing a comprehensive gap analysis document will help set the foundation for a successful project by ensuring that the chosen solution addresses NTO's specific needs and limitations effectively....