Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

Universal containers contact center is experiencing increased call volumes due to a growing product
portfolio.What is the recommended strategy to allow the contact center to handle the increased customer
inquiries more efficiently? (choose 1 answer)

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

A contact center manager wants to measure the impact of a new customer care program. What can be used to
measure an increase in customer satisfaction? Choose 2 answers.