A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

• A.Knowledge articles with the lowest rating.
• B.Knowledge search query with no results.
• C.Knowledge articles created by call center agents.
• D.Number of knowledge articles in each data category.

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Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)

• A.Mobile access to case information
• B.Chatter groups for customer
• C.Predictive dialer for outbound calls
• D.Visibility into service entitlements

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A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

• A.Both Service Reps can chat with the Customer.
• B.The Customer does not know they were transferred.
• C.The Chat Transcript and Case are transferred.
• D.The Customer is shown the new Representative's Name

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Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

• A.Migrate closed cases to a custom read-only object
• B.Migrate closed cases with milestones and entitlements
• C.Migrate open and closed cases with milestones and entitlements
• D.Migrate open and closed cases without milestones and entitlements

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Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?

• A.Publish a Managed Package
• B.Manually re-create the Permission Sets
• C.Create an Unmanaged Package
• D.Use a Change Set

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