What statement is true about the Salesforce Knowledge article lifecycle?

• A.Knowledge uses public groups as a way to assign users to specific tasks related to articles
• B.Approval process CANNOT allow publishing of articles that have specific validation statuses
• C.Article permission sets allow agents to participate in the article publishing process
• D.Articles CANNOT be published until they are reviewed and validated by a qualified author

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Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

• A.Hire contact center representatives that specialize in each of the product categories.
• B.Make contact center representatives accessible 24/7 to distribute the call volume.
• C.Redirect users from the company site to social media forums about the products.
• D.Make knowledge base articles and community answers accessible on its website.

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Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

• A.Omni-channel Queue-based routing
• B.Case Skills-based Assignment Rules
• C.Live Agent Queue-based routing
• D.Omni-channel Skills-based routing

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Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

• A.Enable article submission during case close.
• B.Enable agents to create their own personal articles.
• C.Create an email template to send articles as PDF attachments.
• D.Enable article customization for open cases.
• E.Enable suggested articles on new cases.

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Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

• A.Community
• B.Live Agent
• C.Chatter Questions
• D.Web -to -Case

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