How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

• A.Add the Knowledge Component to the Service Console.
• B.Add the Knowledge tab to the Console app.
• C.Create email templates with Knowledge Articles attached.
• D.Add the Suggested Article widget to the Case page layout.

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Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

• A.Normalize database
• B.Enable data validation rules
• C.Perform data cleaning
• D.Develop data map

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Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

• A.Reduced support channels
• B.Reduced issue resolution time
• C.Optimized use of resources
• D.Increased call routing accuracy
• E.Increased call deflection

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Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

• A.Lightning Process Builder
• B.Interaction Log
• C.Lightning Row for Service
• D.Path for Cases

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Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

• A.On a utility bar of the Lightning App
• B.On a record Highlights Panel
• C.On a record Activity Feed list
• D.On the Calendar right hand panel

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