A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)

• A.Hide the Article Management tab for users who should have read-only access to articles.
• B.Enable the Manage Articles permission for the publisher profile and assign it to users
• C.Set the organization-wide default to private and create sharing rules for the FAQ article type
• D.Create a publisher profile that includes create access on the FAQ article type.

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What are three considerations when adding a report chart to a Console Component?
Choose 3 answers

• A.The report has a standard Report Type.
• B.The report contains a chart.
• C.The report chart is added to the Page Layout.
• D.The report is shared with a Chatter Group.
• E.The report is a Summary or Matrix report.

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Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?

• A.Entitlement processes, milestones, milestone actions, and entitlements
• B.Entitlement processes, contracts, contract line Items, and entitlements
• C.Entitlement processes, contract line items, milestones, and entitlements
• D.Entitlement processes, contracts, milestones, and milestone actions

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Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?

• A.Use a validation rule
• B.Use a workflow rule with an action
• C.Use an Apex trigger
• D.Use a case assignment rule

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Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

• A.Visual Studio Code and change sets
• B.Mass Transfer Records, change sets, and Visual Studio Code
• C.Visual Workflow, data loader, and Force.com IDE
• D.Data loader, change sets, and Force.com Excel Connector

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