Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently
using the Lightning Service Console?

A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

The Support Manager at Universal Containers has determined that there are five common case types that are
always resolved during the first call. Additionally, the support manager noticed that support agents are sending
similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create
emails for these cases?

What can universal containers do to reduce costs and immediately improve contact center agent productivity
choose 2