The Universal Containers' customer support organization has implemented Knowledge Centered Support
(KCS) in its call center. However, the call center management thinks that agents are not contributing new
knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers

Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?

The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?