To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?

• A.Assign article managers to publication teams and specific publication states to each team.
• B.Assign article managers to public groups and specific article actions to each group.
• C.Assign article managers to public groups and specific publication states to each group.
• D.Assign article managers to publication teams and specific article actions to each team.

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Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems.
Following best practices, which development and deployment path should a consultant recommend?

• A.Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production.
• B.Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production.
• C.Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.

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What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

• A.Offer supports through Facebook and twitter.
• B.Implement team productivity dashboards.
• C.Enable templates for written responses.
• D.Streamline the agent interface.

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Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?

• A.Self-service deflects easy cases, leaving more complex cases for agents.
• B.Customers are spending additional time searching for answers.
• C.Agents do not have access to the same Knowledge articles as customers.
• D.Customers must spend additional time registering for the portal.

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Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

• A.Click Publish after the Approval Process.
• B.Set the status to Published fram the Knowledge approval page.
• C.Set the final approval action to 'Lock the record for editing'.

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