For Universal Containers to assist agents in an efficient manner, what must be activated to facilitate Knowledge access during case management?

To assist agents in an efficient manner, activating the Knowledge sidebar related list on the case layout is essential. This feature provides agents with immediate access to relevant articles and knowledge base information while they are managing individual cases. It enhances the case resolution process by allowing agents to easily reference knowledge articles that can help answer customer queries, solve issues, or provide guidance without needing to navigate away from the case details.

When the Knowledge sidebar is incorporated into the case layout, it promotes a streamlined workflow by reducing the time agents spend searching for information. This means they can focus more on resolving customer issues swiftly and effectively, which ultimately leads to improved customer satisfaction and case handling efficiency.

Other options, such as the article submission tool for customer feedback, common Knowledge attributes on the case page, and the integration of external knowledge databases, play useful roles in the broader management of knowledge and information. However, they do not directly provide agents with immediate access to the necessary knowledge articles during case management as the Knowledge sidebar does.