Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

The cost of service for Universal Containers' contact centers has steadily increased. What solution should a
consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric
should the CFO monitor to reach the budget goals? (Choose 2)

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?