The Universal Containers' customer support organization has implemented 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.
Which two should the company do to address this situation? Choose 2 answers

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

When designing a Case management solution to increase agent productivity, which Service Cloud features
should you consider first? Choose 2 answers.

A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?

UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?