A company frequently has issues with customers that need complex, hands-on technical support with
high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the
console while agents work through their cases. This will allow agents to identify urgent cases that need to be
worked on.
How should this be accomplished?
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the
same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B
and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater
consistency in average time spent by agents across the team? Choose 3 answers:
A manager would like information on which Knowledge articles are used most often by call center agents.
Which report should a consultant use to identify the Knowledge articles that are used most often?
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