to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.

• A.Add the knowledge related list to the case record page
• B.Add the knowledge tab to the service console
• C.Add knowledge component to case record page
• D.Add knowledge data categories to each case

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Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?

• A.omni Channel
• B.Contact Request
• C.Field Service
• D.Mobile Connect

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Agents at universal containers are required to update the case status to
waiting for customer after they send an email to the case contact.Support
managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.

• A.Activate a validation rule
• B.Create a Case Macro
• C.Define case escalation rules
• D.Configure flow Builder /Process Builder

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Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers

• A.The Amde Type field is no longer accessible via SOQi or the API.
• B.Only Published articles are available in the API.
• C.URL formats for articles drffer between Classic and Lightning Knowledge.
• D.Users must have Modify AM permission to delete archived articles.
• E.After the migration, an integration process that manages the articles' lifecyde by archiving and

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Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be
reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

• A.Set the final approval action to "Lock the record for editing".
• B.Agents must click Publish after the Approval Process.
• C.Approve articles from the Knowledge approval page to Publish.
• D.The Approval Process will automatically Publish.

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