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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Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

• A.Create atleast two different article types.
• B.Create at least two different data categories.
• C.Create at least two different approval processes.
• D.Grant managers the Manage Salesforce Knowledge permission.
• E.Grant managers the Manage Data Categories permission.

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Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases?

• A.Create queues with support agents and use assignment rules.
• B.Predefine case teams and use assignment rules.
• C.Configure Web-to-Case and use assignment rules,

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Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers

• A.The Amde Type field is no longer accessible via SOQi or the API.
• B.Only Published articles are available in the API.
• C.URL formats for articles drffer between Classic and Lightning Knowledge.
• D.Users must have Modify AM permission to delete archived articles.
• E.After the migration, an integration process that manages the articles' lifecyde by archiving and

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A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?

• A.Use skills-based routing in Salesforce Messaging.
• B.Use Einstein Chat Insight to identify areas to improve.
• C.Use an Einstein Bots Chat to handle common issues.
• D.Use Omni-Channel Supervisor to monitor agents' chat sessions.

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