Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

At Universal Containers, a support agent dedicated to one customer regularly handles complex
integration-related cases. In these cases, the agent collaborates with Universal Containers product development
team and the client's system integration. What would the consultant recommend to expedite the handling of
these cases?

Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process
for support agents to survey customers when cases are closed?

Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

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?