A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

• A.Knowledge search query with no results.
• B.Number of knowledge articles in each data category.
• C.Knowledge articles created by call center agents.
• D.Knowledge articles with the lowest rating.

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Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?

• A.Plan, prepare, test, execute, validate.
• B.Plan, prepare, validate, execute, test
• C.Prepare, plan, Test, execute, validate.
• D.Prepare, plan, validate, execute, test

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The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

• A.Add more support phone lines.
• B.Provide a self-help Customer Community.
• C.Limit Customers to 5 Cases per day.
• D.Ask sales reps to respond to support Cases.

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universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

• A.From setup select omnichannel and select enable omni channel
• B.create the necessary objects in SF
• C.Create SF cases to have omni channel enabled
• D.customize service channel settings to define how the org receives work various sources

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After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?

• A.Grant Authors acess to FAQ artcle type
• B.Grant authors access to the FAQ records type
• C.Add Authors to the FAQ data category
• D.Set Article Or Wide to Public Read Write

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