A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

• A.Add the assets related list to contact records
• B.Add the entitlements related list to contact records
• C.Add the entitlement contacts related list to account records
• D.Add the service contract related list to contact records

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A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?

• A.Original creation date and average rating of articles
• B.Last modified date and frequent search terms
• C.Last modified date and number of recent article views
• D.Original creation date and total number of article views

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Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

• A.Add the Entitlements related list to the Account Page Layout.
• B.Create a Report of all active Entitlements grouped by Customers.
• C.Configure Assignment Rules based on Case Priority.
• D.Configure Success, Warning, and Violation Actions for Milestones.

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Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?

• A.Assign users a sharing rule with access to the service console app
• B.Assign user to public group with access to the service console app
• C.Assign users a permission with access to the service console app
• D.Assign users a profile with access to the service console app

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Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

• A.Create a separate .csv for each article type
• B.Use the data loader to import unstructured articles
• C.Map articles with HTML sections to rich text area fields
• D.Use change sets to import data categories

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