The support manager at Universal Containers wants to see monthly historical metrics for first - call resolution by call center. Which analytics solution should the consultant recommend?

Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes. What should the agent do next?

Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems. Which solution should a consultant recommend for integration?

Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable. Which metric should a consultant use to help executive management understand support center costs?