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Salesforce Consultant ADM-261 Question # 17 Topic 2 Discussion

ADM-261 Exam Topic 2 Question 17 Discussion:
Question #: 17
Topic #: 2

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

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Actual exam question for Salesforce ADM-261 exam by Flint8072 at Apr 28, 2026, 12:26:49 PM

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