A Knowledge administrator has created an article for a promotion that starts at the beginning of the following
month. How would the administrator ensure the article is available on the first of the month?

• A.Create a workflow rule to update the article status to Published on the article start date.
• B.Send an email reminder to update the article status to Published on the start date.
• C.Create a task related to the article with a reminder set for the article start date.
• D.Set the article publish date to automatically display the article on the start datE.

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Universal Banking needsto provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose2 answers.

• A.Create two data categories to display information (Question/Answer,Product Info).
• B.Create two article types to display information (Question/Answer, Product Info).
• C.Create three data categories for each product area (Personal Banking, Mortgage, CD).
• D.Create three article types for each product area (Personal Banking, Mortgage, CD).

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From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

• A.They are higher in the Role Hierarchy than a Queue Member
• B.If the OWD for sharing cases is Public Read/Write/Transfer
• C.They have a Contact Manager Profile
• D.All of the above
• E.They are members of that Queue

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

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Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

• A.High priority cases opened by account month-to-date
• B.New cases opened by account channel
• C.Time spent by account year-to-date
• D.Escalated cases by account month-to-date

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