What are two design considerations for a Live Agentimplementation? Choose 2 answers

Universal Banking needsto provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose2 answers.

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers

Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is
decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.