What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

• A.Number of total cases handled
• B.Total number of solutions created by agent
• C.First contact resolution rate
• D.Average number of knowledge articles published

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Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

• A.Allow agents to create Knowledge articles when closing a case.
• B.Add the Submit Feedback button to articles.
• C.Require agents to create Knowledge articles when opening a case.
• D.Add the Submit Feedback button on the Solutions tab.

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Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

• A.Knowledge Action to Publish an Article once the Article is approved.
• B.Data Category to assign an article record type to a Reviewer.
• C.Validation Rules for article record types to verify all fields during creation.
• D.Approval Process that assigns an Article to a Reviewer Queue.

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Which metric influences customer satisfaction? Choose 2 answers

• A.Call quality
• B.After call work
• C.First call resolution
• D.Cost per call

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All of the following objects may have a queue EXCEPT:

• A.Cases
• B.Accounts
• C.Custom Objects
• D.Leads

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