Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. After reviewing service console all configured features are required.

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers