Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

• A.Utilize an AppExchange package to handle customer surveys
• B.Modify the user interface settings for the case survey sidebar
• C.Enable the case survey object for the customer portal
• D.Create a validation rule for case survey email templates

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Universal Containers needs to closely manage the publishing life cycle for articles in Knowledge. Article managers will be granted different publishing capabilities, from article creation through archiving published articles.
How should the permissions for article managers be set up?
Choose one answer

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

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After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?

• A.Grant Authors acess to FAQ artcle type
• B.Set Article Or Wide to Public Read Write
• C.Add Authors to the FAQ data category
• D.Grant authors access to the FAQ records type

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Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.
What is the recommended license for the specialists?

• A.Satesforce
• B.Knowledge Only User
• C.Salesforce Platform
• D.WDC Only User

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Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests.
Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.
What is the recommended feature to improve productivity?

• A.Quick Text
• B.Service Console
• C.Lightning Utility Bar
• D.Macros

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