Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

• A.Build a Summary report on Products and Activities.
• B.Set up a reporting snapshot of the case, contact and activity objects.
• C.Create a Custom Report type with activities as the primary object.
• D.Customize the My Teams Calls this week standard report.

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Which metric influences customer satisfaction? Choose 2 answers

• A.Call quality
• B.Cost per call
• C.First call resolution
• D.After call work

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A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe' to improve the process' Choose 2 answers

• A.Quick Text
• B.Macros
• C.Global Quick Action
• D.Email Temp ates

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Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers

• A.Import the records and create a workflow rule to change the data type.
• B.Standardize all rows to match Salesforce data types.
• C.Import the records and use Duplicate Management.
• D.Deduplicate the data before importing into Salesforce,
• E.Install the Data Quality Analysis Dashboards from the AppExchange.

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Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?

• A.Standard Email-to-Case with assignment rules
• B.Lightning Email with web routing prioritization
• C.Omni-Channel with prioritized queues
• D.Standard Web-to-Case with assignment rules

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