A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)

Universal containers wants to assign support agents to handle only specific interaction channels based on one
of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What
should a consultant recommend to accomplish this?

Which document should be created to support the initial planning phase of an implementation project? (Choose 2)

Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to
be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?