Which two items should a Consultant consider to improve the KPI scores?

Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.

Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
A . Service Console Knowledge Components
B . Service Console Profile Assignments
C . Data Categories and Article Actions
D . Data Categories and Article Types

View Answer

Answer: A,D