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The contact center at Universal Containers offers support through phone, email, public website, and a...

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The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

A.

Number of cases closed by self-service users.

B.

Average call handle time by team.

C.

Number of Knowledge articles created each month.

D.

Number of cases created using Communities by month.

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Universal Containers has four internal divisions that use Salesforce Knowledge.
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