how can an administrator use the service cloud console to increase the efficiency of support users? choose 3

Universal Containers is implementing a new lead status process and wants to be able to do the following:
* Track leads through five different status values.
* Run reports showing the duration a lead spends in each status.
* Run full Lifetime reports of a lead from creation to conversion.
* Prevent leads from skipping a lead status.
How can these requirements be met?

Cloud Kicks has a very large knowledge base in Salesforce, Service reps are having a hard the finding the most reviewing articles because there are too many search results.
What should the administrator do to help service reps quickly narrow down the number of articles?

Regardless of the entitlement model used, which page layouts might you want to customize?

A sales manager would like a report of accounts with no closed/won opportunities in the last year. How can this requirement be met?