Universal containers hasimplemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approachshould a consultant recommend?

The Support Manager at UniversalContainers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

Using Import Wizard, how many Asset records can you import at a time?

What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers