Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?

The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the
Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?

What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

Which support channel requires the smallest amount of agent work time?