Which task should be included in a business continuity plan for a contact center? Choose 3 answers.

What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)

Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager
wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use
to measure the adoption of Knowledge? Choose 2 answers.

Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers