Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?

UC has discovered that the average time an agent takes to resolve a case has increased. What should a
consultant recommend to help reverse this trend? Choose 2 answers.

Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has
been tasked with improving sales for the premier support offering. What key metrics can be expected to
improve following the CTI implementation? (Choose 2)

Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers

Which two solutions should Universal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers