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Salesforce Consultant ADM-261 Question # 16 Topic 2 Discussion

ADM-261 Exam Topic 2 Question 16 Discussion:
Question #: 16
Topic #: 2

TheUniversal Containers' customer support organization has implemented 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.

Which two should the company do to address this situation? Choose 2 answers
A.

Measure and reward agents basedon the number of new articles submitted for approval.

B.

Measure and reward agents based on the number of new articles approved for publication.

C.

Create a dashboard that includes articles submitted by agents and approved for publication.

D.

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

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Actual exam question for Salesforce ADM-261 exam by Talon12685 at Apr 28, 2026, 12:26:50 PM

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