Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

• A.Comments List View
• B.Global Search
• C.Comment Search Component
• D.Search Utility Component

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the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

• A.Reporting Snapshots by call center
• B.DynamicDahsbaord by Call Center
• C.Case report grouped by call center
• D.Report Subscriptions by call center

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

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

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KCS (knowledge centered support) what is it? Choose 2 Answers

• A.Share knowledge with the business partners
• B.Method for social media management
• C.Process for creating and maintaining knowledge
• D.Standard for managing customer support and delivery

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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

• A.Supervisors to investigate those cases
• B.Use auto response rule to send an email
• C.Use escalation rule to send an email
• D.Identify those cases and assign to the closure team

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