Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times?

Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times . Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answersA . Configure Assignment Rules based on Case Priority.B . Add the...

What should the Consultant recommend to gather information on Knowledge article usefulness?

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness?A . Contact Salesforce to send a report on article efficacy.B . Send out a monthly survey to customers requesting feedback.C . Install...