Explanation:

To monitor agent productivity trends using Omni-Channel, the correct object to base the report type on is Agent Work.

🔍 What is the Agent Work object?
The Agent Work object represents each unit of work (e.g., a case, chat, messaging session, etc.) that is assigned to an agent via Omni-Channel.

It tracks key productivity metrics such as:
Handle time
Time to accept
Decline reasons
Status (Opened, Accepted, Completed, etc.)
Timestamps for each stage

It provides a granular, reportable dataset about how agents are handling work items, making it the best object for measuring daily productivity trends.

✅ Perfect for measuring:
Agent response time
Acceptance rate
Completion trends
Workload distribution

🔍 Why not the other options?
A. Agent Detail
This is a sub-object used mostly for Live Agent and Omni Supervisor dashboards.
Not used as a primary reportable object for trend analysis.
May provide supporting metrics but not core productivity data.
🔴 Not suitable for custom daily reports focused on work trends.

C. Assigned Work
This object is part of real-time routing and queue management.
It deals with what work is assigned, not how the agent handled it.
It doesn’t provide deep productivity metrics.
🔴 Not ideal for agent productivity reporting.

📚 Reference:
Salesforce Help: Omni-Channel Reports and Dashboards

“Use the Agent Work object to report on how long agents took to accept and complete work items, and the volume of work completed over time.”

Salesforce Developer Docs: Agent Work Object

✅ Final Answer: B. Agent Work
This is the primary object for building Omni-Channel reports on agent productivity, including daily trends, work volumes, and efficiency metrics.

Explanation:

In Service Cloud Messaging, real-time chat or messaging sessions are managed to ensure agent productivity and accurate session handling. When a customer stops responding for an extended period (like 30 minutes), it is generally considered a disengagement or session timeout scenario.

Let’s evaluate the options in this context:

🔍 A. End the messaging session with the customer
Best practice is to end the session after a defined inactivity period to:
Free up the agent’s capacity.
Avoid cluttering the workspace with idle sessions.
Trigger any automation (e.g., CSAT surveys or follow-up tasks).
Salesforce admins can configure inactivity timeouts using Messaging Session Settings, but in this case, the agent is taking manual action after observing the delay.
Clean and professional — the agent can optionally send a final message like:
“It looks like you’re away. I’m going to close this chat for now. Feel free to reach out again anytime!”
✅ Correct approach aligned with productivity and session management.

🔍 B. Mark the messaging session as customer Inactive
There’s no manual “mark as inactive” function in standard agent UI.
Salesforce automatically tracks inactivity status using system timestamps, but the agent does not manually mark it as such.
This is not a valid or actionable step for agents.
🔴 Invalid option.

🔍 C. Leave the messaging session with the customer open
This would cause the session to remain idle, tying up the agent’s workspace.
Could lead to lower agent utilization, missed KPIs, and cluttered UI.
Not recommended unless there's a short, defined waiting window (e.g., 1–2 minutes).
🔴 Inefficient and not recommended after 30 minutes of no response.

📚 Reference:
Salesforce Help: Messaging Session Settings
“You can define inactivity timeout settings to automatically end messaging sessions after a set duration.”
Salesforce Trailhead: Service Cloud Messaging
"Agents should end messaging sessions when the customer stops responding or the issue is resolved."

✅ Final Answer: A. End the messaging session with the customer
It ensures workspace efficiency, reflects real-world best practices, and aligns with Salesforce Messaging behavior.

Explanation:

Why Option A is Best:
Service Console Apps are assigned to Profiles, not individual users or permission sets.
Profile-Based Assignment: Ensures all users with the same profile (e.g., "Technical Support Agent" or "Customer Service Rep") automatically get the correct console app.
Simplified Management: Avoids maintaining separate permission sets or licenses for console access.

Why Other Options Are Not Ideal:
B. Permission Set with Service User License – Permission sets extend access but don’t assign apps. The Service User license is a prerequisite but doesn’t control app visibility.

C. Service User License on User Record – Licenses enable console access but don’t assign specific apps.

Reference:
Assigning Console Apps:
Configure Service Console Apps
Profile vs. Permission Set for Apps

Conclusion:
For consistent console deployment, Option A (Profile assignment) is the only correct method. ✅

Implementation Tip:
Use Permission Sets to grant additional console privileges (e.g., utility bar access) without modifying profiles.
Ensure all users have the Service Cloud User license enabled.

Explanation:

Quick Actions are the recommended method for launching a Slack Swarm from a case in Salesforce. A Quick Action can be configured on the Case object to initiate a flow or a custom component that integrates with Slack. This allows an agent to easily and consistently start a swarm with a single click directly from the case record, bringing in the necessary experts and providing them with context from the case.

Escalation rules (A) are used to automatically escalate a case when it meets specific criteria (e.g., time elapsed, no response). They are not designed for initiating a collaborative effort like a Slack swarm.

Apex trigger (B) is custom code that executes before or after a record is inserted, updated, or deleted. While it's possible to use an Apex trigger to interact with Slack, it's a more complex and less user-friendly approach for an agent-initiated action. A Quick Action provides a declarative, easy-to-use interface for the agent.

Reference:
For more information on integrating Salesforce with Slack and using actions, you can refer to the Salesforce documentation on Salesforce for Slack and Quick Actions. The Slack Integration documentation specifically discusses how to use Salesforce flows and actions to enable collaborative features like swarming.

Explanation:

Universal Containers wants to give its resellers a secure portal where they can:

Share customer accounts
Submit and track cases
View reports and dashboards

This is a classic partner relationship management (PRM) use case, and Salesforce provides a tailored solution for this: the Partner Experience site.

🔍 Option B: Partner Experience site
Specifically designed for resellers, distributors, and channel partners.

Provides secure, role-based access to:
Customer and account records
Case management (create, track, resolve)
Leads and opportunities (if enabled)
Reports and dashboards

Supports custom branding, advanced sharing rules, and native Salesforce data access.
Comes with Partner Community licenses (higher level than Customer Community).
✅ Best fit for reseller collaboration and secure account and case management.

🔍 Option A: Employee Community
Now referred to as Employee Experience site.
Designed for internal employees to access HR, IT support, onboarding, and internal tools.
Not meant for external partners or resellers.
🔴 Incorrect – not intended for external reseller use.

🔍 Option C: Customer Experience site
Also known as Customer Community, or Customer Experience Cloud site.

Designed for end customers, providing access to:
Knowledge base
Case creation/tracking
Self-service options

Limited access to Salesforce objects (e.g., Accounts are not fully shareable or editable).
Does not support partner-level features, such as sharing and managing customer accounts or accessing partner reports.
🔴 Not suitable for reseller or partner use cases.

📚 References:
Salesforce Help: Partner Experience Sites

“Partner Experience sites are designed for resellers and channel partners to collaborate on sales, service, and marketing.”

Trailhead: Build a Partner Experience Cloud Site

✅ Final Answer: B. Partner Experience site
It’s the only Salesforce site type designed for external partners like resellers, and it fully supports account sharing, case tracking, and report access in a secure environment.