Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?

• A.Force.com Sites with Knowledge and Web-to-Case
• B.Visualforce and Self-Service Portal
• C.Force.com Sites and High-Volume Customer Portal
• D.Force.com Sites with Knowledge and Email-to-Case

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Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?
Choose 2 answers

• A.Configure the Visualforce page to use the Lightning Design System.
• B.Rename the Visualforce page to "Lightning Knowledge"
• C.Remove Apex code references to the ArticleType field.
• D.Remove Apex code references to the Article RecordType field.

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Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

• A.Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
• B.Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
• C.Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
• D.Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

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Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

• A.Define Entitlement and Milestones.
• B.Configure Case Escalation Rules.
• C.Use Process Builder with Scheduled Actions
• D.Enable Omni-Channel Routing.

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When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?

• A.Add the fields to the page layout and add the fields to the highlights panel.
• B.Remove these fields from the page layout and add the components to the highlights panel.
• C.Remove these fields from the page layout and add the fields to the highlights panel
• D.Add these fields to the page layout and add the components to the highlights panel

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