As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?

• A.Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
• B.Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
• C.Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
• D.Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.

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Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?

• A.Omni-Channel with prioritized queues
• B.Lightning Email with web routing prioritization
• C.Standard Web-to-Case with assignment rules
• D.Standard Email-to-Case with assignment rules

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When a Self Service Portal User adds a Case Comment the following actions take place:

• A.A Workflow rules is activated
• B.An email is automatically sent to the case owner
• C.An Assignment Rule is Activated
• D.None of the above

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A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

• A.Salesforce Chat
• B.Public groups
• C.Mass email
• D.Communities

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Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

• A.Mass Transfer Records
• B.Data Loader
• C.Change Sets
• D.Data Import Wizard

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