Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?

• A.Email-to-case
• B.Social Customer Service
• C.Chat
• D.Web-to-case

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Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

• A.Plan, Prepare, Validate, Execute, Text
• B.Prepare, Plan, Validate, Execute, Text
• C.Prepare, Plan, Text, Execute, Validate
• D.Plan, Prepare, Test, Execute, Validate

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What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

• A.Developing a knowledge base on the experience of an individual
• B.Rewarding learning, collaboration, sharing and improving.
• C.Evolving content-based product lifecycles
• D.Creating content as a result of solving issues

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Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

• A.Contact Salesforce to send a report on article efficacy.
• B.Send out a monthly survey to customers requesting feedback.
• C.Install Knowledge Base Dashboards and Reports AppExchange package.
• D.Create a group of super users that will evaluate and manage articles.

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A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

• A.Set up a zip file that contains the CSV, HTML, and image files.
• B.Set the publication status of the article tame to draft status
• C.Create the custom fields for the slide type
• D.Create the data categories and set up the data category values.
• E.Set up the article actions and assign publishers to each action

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