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

• A.Create a dashboard that includes articles submitted by agents and approved for publication.
• B.Measure and reward agents based on the number of new articles submitted for approval.
• C.Require agents to check a box on the case when submitting a new suggested article.
• D.Measure and reward agents based on the number of new articles approved for publication.

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The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

• A.Dynamic list updates
• B.Multi -monitor support
• C.Keyboard Shortcuts
• D.Quick Text
• E.Case hover

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What are three considerations when adding a report chart to aConsole Component? Choose 3 answers

• A.The report is shared with a Chatter Group.
• B.The report has a standard Report Type.
• C.The report is a Summary or Matrix report.
• D.The report chart is added to the Page Layout.
• E.The report contains a chart.

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Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the bestsolution?

• A.Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
• B.Create case page layouts for each interaction channel and assign them to different agent profiles.
• C.Create multiple agent console applications and configure the Iayout based on the user's requirements.
• D.Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

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A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manageruse to measure the success of the implementation? Choose 3 answers

• A.Number of successful keyword searches.
• B.Number of articles associated to cases.
• C.Number of Chatter files attached to cases.
• D.Number of content packs attached to cases.
• E.Number of published article views.

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