Business Users have requested that the salesforce administrator allow agents to view a list of cases in the
console while agents work through their cases. This will allow agents to identify urgent cases that need to be
worked on.
How should this be accomplished?

What method can NOT be leveraged to capture Cases in addition to via the Case tab?

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

UC has completed development and testing of its Service Cloud implementation and plans to migrate
functionality from the sandbox environment to the production environment. What should be used for migration
functionality?

Universal containers want to identify potential delays in the customer support process. Which metric should
the contact center management analyze? (Choose 1)