The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

• A.Create a report using the Case snapshot report type
• B.Create a report using the Case Lifecyle report type
• C.Create a report using the Case age report type
• D.Create a report using the Case historical trending report type

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what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

• A.Customize the lightning console chat page
• B.Configure a chat validation rule
• C.Customize the pre chat form
• D.ConfigureLightningGuided Engagement

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Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers

• A.A knowledge article life cycle that is implemented correctly the first time and does not need to change
• B.A knowledge article life cycle that evolves based on usage and demand
• C.Reduced issue resolution time
• D.Reduced first contact resolution

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Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?

• A.On-Demand Email-to-Case Threading
• B.Web-to-Case with Einstein Case Classification
• C.Web-to-Case with reCAPTCHA enabled

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Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?

• A.Salesforce for Outlook
• B.Web-to-Case
• C.On-Demand Email-to-Case
• D.Email-to-Case

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