A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers

Universal containers has implemented 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?

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

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles
from their current database.
Which factor should a Consultant consider as part of the migration strategy?

Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?