A company is planning forthe migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?

• A.Original creation date and total number of article views
• B.Original creation date and average rating of articles
• C.Last modified date and number of recent article views
• D.Last modified date and frequent search terms

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Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

• A.Normalize database
• B.Enable data validation rules
• C.Perform data cleaning
• D.Develop data map

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Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

• A.Create a Custom Report type with activities as the primary object.
• B.Build a Summary report on Products and Activities.
• C.Customize the My Teams Calls this week standard report.
• D.Set up a reporting snapshot of the case, contact and activity objects.

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Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support
agents via email. Which options are available with Email-to-Case? (Choose 2)

• A.Follow-up emails related to a case will update the case comments
• B.Only one inbound email address can be used for Email-to-Case
• C.Follow-up emails and attachments related to a case are attached to the case
• D.Assignment, escalation, and workflow rules are processed on inbound emails

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Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)

• A.Project milestones
• B.Requirements traceability matrix
• C.Project kickoff presentation
• D.Solution design document

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