What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

Universal Containers' customer support management wants to provide proactive communications to customers
who are likely to provide low customer satisfaction (CSAT) scores
Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent
which requires 24/7 resolution.

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?