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.Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
• 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.Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

Comment: *

Name: *

Email: *

Verification: *

A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)

• A.Create a publisher profile that includes create access on the FAQ article type.
• B.Set the organization-wide default to private and create sharing rules for the FAQ article type
• C.Enable the Manage Articles permission for the publisher profile and assign it to users
• D.Hide the Article Management tab for users who should have read-only access to articles.

Comment: *

Name: *

Email: *

Verification: *

Which method can be used to route cases from social channels?

• A.Enable Social Customer Service and add assignment rules to the case object.
• B.Enable Social Network Profile and add workflow rules to the contact object.
• C.use Twitter-to-case and add workflow rules to the case object.
• D.Enable Social Network Profile and add assignment rules to the case object.

Comment: *

Name: *

Email: *

Verification: *

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers

• A.Visual Workflow
• B.Macros
• C.Quick Text
• D.Lightning Guided Engagement

Comment: *

Name: *

Email: *

Verification: *

Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

• A.Define case auto-response rules.
• B.Estabalish case assignment rules.
• C.Use Flow Builder to create a flow with scheduled path.
• D.Configure case escalation rules.

Comment: *

Name: *

Email: *

Verification: *