Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

• A.Create case page layouts for each interaction channel and assign them to different agent profiles.
• B.Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
• C.Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
• D.Create multiple agent console applications and configure the Iayout based on the user's requirements.

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A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

• A.Quality monitoring score
• B.Schedule adherence
• C.Number of calls offered
• D.Agent utilization

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Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?

• A.Enable Omni Channel in Setup.
• B.Assign Users to the Omni Channel Feature License.
• C.Assign Users to Omni Channel permissions.
• D.Contact Salesforce to have Omni Channel enabled.

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Which two configuration steps are required before quick actions can be used in Macros?

• A.Quick Actions must be enabled in the org.
• B.Global Actions needs on the publisher layout.
• C.The specific quick action must beadded to the case Feed.
• D.The specific quick action must be added to the case record Type.

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Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?

• A.Auto launch flow
• B.Salesforce Console for Service
• C.Process Builder
• D.Visualforce custom page

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