Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases.
Which solution meets these requirements?

• A.Use escalation rules to move cases into the correct status. Create reports to monitor service-level agreement (SLA) adherence.
• B.Enable agent chat functionality for customers. Disable the ability to log a case from the Experience Cloud site.
• C.Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure.

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Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

• A.Let the dashboard viewers choose
• B.The user creating the dashboard
• C.The VP of service
• D.The dashboard viewer

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UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.

• A.Enable service contracts and entitlements
• B.Implement Service Cloud console to support agents
• C.Leverage Live Agent for web-based chat
• D.Implement Salesforce Knowledge on a portal

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

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Which advantage does Salesforce provide with the OpenCTI framework?

• A.Developers can Integrate with any telephony platform available with minimal need for customization.
• B.Agents can use telephony on a wide range of browsers and operating systems while only developing once.
• C.Agents can run their softphone at the operating system level, embedded in the task bar or system tray.

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