When designing a case management solution to increase agent productivity, which service cloud features should you consider first? (choose 2) ?

You should consider "Case queues" and "Case assignment rules" first w hen designing a case management solution to increase agent productivity.

In order to design a case management solution, distinguish what client undertakings are expected to achieve the principle client objective. Choose what business level assignments and steps you need, and afterward assemble those undertakings and steps into a case.