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

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The VP of Service at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers

• A.Time to Answer
• B.First Call Resolution
• C.Service-Level Agreements
• D.Average Handle Time

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Which feature should a Consultant configure to allow global Service Reps to call customers from within the
Lightning Service Console?

• A.Macros
• B.Lightning Dialer
• C.Open CTI
• D.Local Presence

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Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

• A.Set up communication channel layouts in the object manager to use Insert Article into Social post.
• B.Create a Visualforce page on the customer community portal.
• C.Set up insert Article into Social post and enable the customer community portal.
• D.Create a Chatter group and invite the customer to join with an external chatter user.

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A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue
for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to
completion in Chatter?

• A.Use hashtag (#) to track the customer case and SMEs comments
• B.Follow the SMEs to receive automatic updates when they add case comments
• C.Bookmark all the comments related to the issue from SMEs
• D.@mention the SMEs on the case Chatter feed and follow the case

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