A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

• A.Create the custom fields for the slide type
• B.Set the publication status of the article tame to draft status
• C.Create the data categories and set up the data category values.
• D.Set up the article actions and assign publishers to each action
• E.Set up a zip file that contains the CSV, HTML, and image files.

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Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

• A.Telemarketing center
• B.Human Resources (HR) help desk
• C.Information Technology (IT) help desk
• D.Telesales center

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Which case submission process leverages Apex email services?

• A.On-demand Email-to-Case
• B.Email-to-Case
• C.Case submitted using chat
• D.Web-to-Case

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Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

• A.Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
• B.Recommend opening the case list view in a separate browser tab and use the window alongside the case view
• C.Build a customer visual force page with the list view and assign it to the console sidebar.
• D.Configure the case list under custom console components so users can view the list view along with the case view

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Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

• A.Publish articles to the Web using Salesforce Publisher.
• B.Display articles with HTML, images, and links.
• C.Display articles in a public knowledge base.
• D.Display articles in Salesforce Answers.

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