Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and
requires quick iterations and a speedy project completion. UC has requested frequently project updates for
check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

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

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

Universal Containers had tech support and general customer teams that use unique service console
applications.
Which two configuration should a consultant use when deploying the console?