Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with theserestrictions?

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should aconsultant implement?

What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)