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Question 85

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Question 85/128

The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)

A. Create a dashboard for articles submitted by agents & approved for publication

B. Measure & reward agents based on the # of new articles approved for publication

C. Require agents to check a box on case when submitting a new suggested article

D. Measure & reward agents based on the # of new articles submitted for approval

Correct Answer: A,D

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