Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?

• A.Manual configuration
• B.Data Loader
• C.Change Sets
• D.Mass Transfer Records

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Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

• A.Number of article votes
• B.Number of archived articles
• C.Number of customer ratings
• D.Number of approved articles

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Universal Containers (UC) plans to implement Salesforce Knowledge for its U.S. Call Center to assist agents in providing customer support.
Which three options should UC consider when planning its implementation?
Choose three answers

• A.When the knowledge maintenance window is available.
• B.How information should be categorized.
• C.What types of information they need to publish.
• D.Who can approve and manage the information published.
• E.Where call center support agents are located.

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Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers

• A.A separate .csv import file is uploaded for each article type
• B.Each article must be associated to an article type
• C.Attachments and .html files must be referenced in a corresponding .zip file
• D.A separate .csv import file is uploaded for each data category
• E.One .csv import file is uploaded for all article types

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The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

• A.Implement Macros
• B.Enable the Support Process for default email templates
• C.Enable the support setting for default email templates
• D.Implement Quick Text
• E.Implement Email-To-Case

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