These are two actions that can address the lack of quality checking in the Knowledge One widget in the Salesforce Console. Setting up an intuitive Data Category hierarchy is an action that can help organize and filter knowledge articles by topic or type. Data Categories can help agents find relevant articles based on their search criteria or case information. Enabling and configuring wildcards for article searches is an action that can help improve the accuracy and flexibility of article searches. Wildcards are symbols that can be used to replace one or more characters in a search term, such as * or ?. Wildcards can help agents find articles that match partial or variant words. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_manage.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_search_wildcards.htm&type=5

To address customer complaints about receiving calls despite preferences for email or text communication, setting the 'Do Not Call' field value to True on Contact records is the most efficient solution. This ensures that Lightning Dialer respects communication preferences, preventing calls to customers who have opted out, thereby enhancing customer satisfaction and adherence to communication preferences.

Publisher actions, macros, and quick text are Salesforce productivity features that can help reduce the clicks a customer support agent uses when working on a case. Publisher actions are buttons that let you create records or perform tasks from the feed or record page. Macros are sets of instructions that tell Salesforce how to update fields, send emails, and perform other tasks on a case. Quick text are reusable messages that you can insert into emails, chats, tasks, events, and more. Verified Reference: Sales Cloud Productivity Best Practices