Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding
unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce
Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers

• A.Require that an article be added when closing a case
• B.Set up an intuitive Data Category hierarchy
• C.Restrict the Manage Articles user permission
• D.Enable and configure wildcards for article searches

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A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via
Twitter
What should the Consultant recommend implementing in the Lightning Service Console?

• A.A Custom Component
• B.The Social Feed
• C.The Case Feed
• D.A Twitter Macro

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A manager has noticed an increase in average case age.This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

• A.Create a report using the case historical trending report type.
• B.Create a report using the case snapshot report type.
• C.Create a report using the case lifecycle report type.
• D.Create a report using the case age report type.

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Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?

• A.Scheduled Reports
• B.Milestone Actions
• C.Process Builder Scheduled Actions
• D.Time-based Workflow Rules

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Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements
listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?

• A.Migrate case data and deploy to all users at office
• B.Deploy based on the number of trainers available
• C.Deploy in phases using countries as pilots
• D.Migrate agents to Force.com Connect Offline during deployment

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