The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)

UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.

A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options

Which system would a contact center integrate with in order to provide field service agents with information
needed to provide service at customer sites?

UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority,
complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC
measure case escalation?