A company receives support requests through a variety of email addresses and web forms for different parts of
the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate
representatives?

Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? 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.

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers