A.Service

B.Case

C.Entitlement

D.Work order

E.Account

A.Average handle time

B.Customer satisfaction survey

C.First call resolution

D.Service level agreement

A.Knowledge Action to Publish an Article once the Article is approved.

B.Approval Process that assigns an Article to a Reviewer Queue.

C.Validation Rules for article record types to verify all fields during creation.

D.Data Category to assign an article record type to a Reviewer.

A.# of articles per agent

B.# of cases via email

C.Most popular articles

D.Total cases created

A.Average customer satisfaction score by case

B.Average number of activities per case

C.Average number ofarticles attached to a case

D.Total number of cases by origin