Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

• A.Create multiple CSV files, one for each article type
• B.Match each new article to an existing article type
• C.Create a single CSV file, including all article types
• D.Load all articles with the Apex data loader tool
• E.Create HTML files referencing image to be uploaded

Comment: *

Name: *

Email: *

Verification: *

Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?

• A.Assignment rule
• B.Validation rule
• C.A Process Builder
• D.Workflow

Comment: *

Name: *

Email: *

Verification: *

Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

• A.Send routine status updates to customers via Chatter during the upgrade.
• B.Communicate information about the upgrade to customers in advance.
• C.Notify customers once the upgrade is completed and full services are restored.
• D.Publish ongoing updates to the community knowledge base with details about the upgrade.
• E.Replace the default outage page with a custom page containing upgrade information.

Comment: *

Name: *

Email: *

Verification: *

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

• A.Configure Service Contracts.
• B.Set up Milestones.
• C.Create an Entitlement Process.
• D.Enable Work Orders.

Comment: *

Name: *

Email: *

Verification: *

UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.

• A.Define approval processes for each article type
• B.Define approval processes for each product
• C.Configure workflow rules for each data category
• D.Configure data category values for each product
• E.Configure article types for each kind of content

Comment: *

Name: *

Email: *

Verification: *