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

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Universal containers is migrating from classic knowledge to lightning knowledge using the lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?

• A.Use the files related list on each article to add files to your articles.
• B.Post the files to the chatter feed on each article.
• C.Upload the files as documents, then relate them to the migrated articles.
• D.Use the lightning knowledge migration tool and choose "include files".

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Universal Containers wants articles to be suggested to agents based on information they are typing into the case.
Which solution should a consultant recommend?

• A.Enable the Knowledge sidebar setting in the case support settings.
• B.Enable the Knowledge sidebar related list on the case page layout.
• C.Create a Visualforce page called Knowledge sidebar on the case page layout.
• D.Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

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Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?

• A.Process Builder
• B.Auto launch flow
• C.Visualforce custom page
• D.Salesforce Console for Service

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Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers

• A.Use Lightning Connect to connect and access data in real-time from the billing system.
• B.Import payment data into Salesforce and add to the contact page layout as a related list.
• C.Create a Visualforce page that retrieves payment information via a Web Service call-out.
• D.Create a custom tab of type URL that displays a search page from the billing system.

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