Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers

• A.Restrict the Manage Articles user permission
• B.Set up an intuitive Data Category hierarchy
• C.Enable and configure wildcards for article searches
• D.Require that an article be added when closing a case

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Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

• A.Keep all open in tabs.
• B.Use a second Console session.
• C.Define a custom List View.
• D.Add History to the Utility bar.

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Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

• A.Create quick actions
• B.Deploy Pre-Chat form
• C.Activate quick test
• D.Configure LiveMessage

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Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.
What is the recommended solution to meet the requirements'

• A.Configure e deshboerd refresh schedule.
• B.Ensure View All Data is not assigned to users.
• C.Use a Dynamic Dashboard based on running user.
• D.Add multiple Dashboard Filters.

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Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?

• A.All of the above
• B.Reads the case
• C.Adds an activity or sends an email from the case record
• D.Adds a related comment to the case
• E.Edits the case

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