To assign agent capacity and skill set, the administrator should enable Omni-Channel, which is a feature that allows agents to work on multiple cases or chats at once based on their availability and expertise. Omni-Channel can route work items to agents based on their predefined capacity and skills, ensuring that they are working on the right tasks at the right time. Knowledge Management, Escalation Rules, and Territory Management are not related to agent capacity and skill set. References: https://help.sal esforce.com/s/articleView?id=sf.omnichannel_overview.htm & type=5

To display the screen flow, the administrator should create a tab and add the screen flow to the page. The administrator can also use a flow element and add the screen flow to the record page.

The other options are not relevant to this scenario. Adding the flow in the utility bar of the console will not display the screen flow. Installing an app from the AppExchange is not necessary to display the screen flow.

Here are the steps on how to create a tab and add the screen flow to the page:

Go to Setup > Tabs.

Click New.

Enter a name and label for the tab.

Select the Screen Flow tab type.

Select the screen flow that you want to display.

Click Save.

Here are the steps on how to use a flow element and add the screen flow to the record page:

Go to Setup > Customize > Lightning App Builder.

Select the record page that you want to add the screen flow to.

Click Edit.

Drag the Flow element from the Palette to the canvas.

Select the screen flow that you want to display.

Click Save.

An escalation rule is a tool that allows administrato rs to automatically escalate cases based on certain criteria and time triggers. For example, an escalation rule can change the owner of a case, send an email notification, or update a field value when a case has been open for more than 7 days. An escalatio n rule consists of multiple rule entries that define the criteria and actions for each escalation scenario. References: https://help.salesforce.com/s/articleView?id =sf.case_escalation.htm & type=5

To customize the campaign member status picklist values t hemselves, marketing users need two things: a marketing user feature license and edit permission for campaigns. A marketing user feature license enables users to create, edit, and delete campaigns; manage campaign members; and update campaign history via t he import wizards or API. Edit permission for campaigns allows users to modify existing campaigns and their related records such as campaign members and campaign member statuses. References: https://help.salesforce.com/s/articleView?id=sf.campaigns_enable. htm & type=5 https://help.salesforce.com/s/articleView?id=sf.campaigns_member_status.htm & type=5

The Opportunity Stage Duration report is a standard report that shows how long opportunities spend in each stage before they are closed. It can be used to measure the average stage duration for all closed opportunities by grouping and sum marizing the data by stage name and duration fields. Using process builder to capture the daily average on each opportunity is not feasible because it would require creating multiple fields and formulas on the opportunity object and updating them every day . Adding formula fields to track stages on each opportunity is also not practical because it would require creating multiple fields and formulas on the opportunity object and maintaining them every time a stage changes. Refreshing weekly reporting snapshot s for closed opportunities is not necessary because the report can run on real-time data without snapshots. References: https://help.sales force.com/s/articleView?id=sf .reports_opportunity_stage_duration_report.htm & type=5

Assignment rules and queue configuration are two options that should be used to help the support team work on some of UC’s cases. Assignment rules can be used to automatically assign cases to a queue based on certain criteria, such as case origin or priority. Queue configuration can be used to add Case as an available object to the existing queue and specify which users or groups can access the queue. References: h ttps://help.salesforce.com/s/articleView?id=sf.case_assignment_rules.htm & type=5 https://help.salesforce.com/s/articleView?id=sf.customize_queues.htm & type=5

Quick actions allow you to initiate expense reports from Salesforce to an external HR system. Approval processes allow you to review the expense reports by managers and directors.

References: https://help.salesforce.com/s/articleView?id=sf.approvals_considerations.htm & type=5 https://help.salesforce.com/s/articleView?id=sf.quick_actions_overview.htm & type=5

To automate applying discounts on opportunity products when an opportunity is won, the administrator should use Flow Builder, which is a tool that allows creating complex business processes with clicks. The administrator can create an autolaunched flow that runs when an opportunity is updated, checks if its stage is “Closed Won”, and updates its related opportunity products with discounts from a formula or variable. Approval Process, Prebuilt Macro, and Formula Field are not able to upd ate related records based on criteria. References: https://help.salesforce.com/s/articleView?id=sf.flow_build_overview.htm & type=5

Assignment rules are tools that allow administrators to automatically route records to users or queues based on certain criteria. For example, an assignment rule can assign cases to different queues based on case priority, origin, type, or other fields. Assignment rules can be triggered when records are created manually, via email, web, or API. Assignment rules consist of m ultiple rule entries that define the criteria and actions for each assignment scenario. References: https://help.salesforce.com/s/articleView?id=sf.customize_leadrules.htm & type=5 https://help.salesforce.com/s/articleView?id=sf.customize_casesupport_assign.htm & type=5

The likely cause for why a rehired user is no longer able to access records they worked on before leaving the company is that the records were manually shared with the user. Manual sharing allows granting access to individual records to specific users or groups. However, manual sharing is removed when a record owner changes or when a user’s role changes. When a user is deactivated, t heir role is removed and any manual sharing involving that user is deleted. When a user is reactivated, their role is restored but manual sharing is not. Therefore, the rehired user will not have access to records that were manually shared with them before deactivation. The stage of Opportunity records, permission sets, or record type of Opportunity records are not likely causes for why a rehired user is no longer able to access records they worked on before leaving the company. References: https://help.salesf orce.com/s/articleView?id=sf.sharing_manual.htm & type=5