Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing.
What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?

A new customer to Salesforce is considering implementing a customer portal. The customer has millions of
users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2