Universal Containers wants articles to be suggested to agents based on information they are typing into the
case. Which solution should a consultant recommend?

Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers

Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers

Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)