Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

• A.The Macros widget or utility must be added to the console.
• B.Publisher Actions used in the macros must be on the page layout.
• C.The Run Macros Action must be on the page layout.
• D.Users must use Lightning Experience.
• E.The Run Macros Permission must be granted to users.

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As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?

• A.Measure cases with and without articles attached with high CSAT scores.
• B.Measure cases with and without articles attached with high net promoter scores (NPS),
• C.Measure cases with and without articles attached based on case status.

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The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

• A.Create a macro to send an email with the article to the customer.
• B.Create a workflow email alert to send the article to the customer.
• C.Create an auto-response rule to send the article to the customer.
• D.Create a Lightning email template to send the article to the customer.

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Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?

• A.Change the HTML format first to support subfields.
• B.Create an HTML file for each rich text area field.
• C.Modify the import parameters to specify HTML encoding.

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Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?

• A.Self Service Knowledge
• B.Video Support
• C.Incident Management
• D.Workforce Engagement

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