A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue
for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to
completion in Chatter?

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.

What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)

Universal Containers purchased Knowledge and would like to implement it as soon as possible. What
approach should a consultant recommend?

Universal Containers has determined that case list views are slow to load because of the large number of cases
in the system.
Which two actions will improve the performance of the list views? Choose 2 answers