We're setting up our Salesforce Service Cloud platform and need help with: 1. Tracking and Reports We need the system to track the following metrics so we can report unique cases, as well as number of interactions, on them: - Average handle time an agent has spent in a case - Cases channel (Email, Phone, Facebook, etc.) - First contact resolution - # of unique cases that were closed with only one outbound/total of unique cases. - Response times (SLA) - how long it takes for customers to get a reply. These metrics should also be measured when a case is escalated internally. 2. Contact creation when receiving a case - When a case is created, if the customer doesn't exist in SF, a contact should be automatically created and the case should be updated with the newly created contact. 3. Language field that works with email templates - We want to have one email template named in english that, when selected, looks for the case language and shows the correct translation. 4. Migration of all cases from our current system (Desk.com). More details can be shared, and project estimated hours and cost should be presented separately for each of the points. Thanks!