to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.

• A.Add knowledge data categories to each case
• B.Add the knowledge tab to the service console
• C.Add the knowledge related list to the case record page
• D.Add knowledge component to case record page

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Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

• A.Integrate with an enterprise resource planning system.
• B.Develop and publish a knowledge management system
• C.Implement Field Service Lightning.
• D.Configure Visual Flows on Salesforce mobile.

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Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?

• A.Use Smart Link to Article to select the prior version.
• B.Select Flag as new version' checkbox when publishing.
• C.Use the Clone option to create a new article.
• D.Enable Knowledge User for Service Agents.

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

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Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

• A.Define Entitlement and Milestones.
• B.Configure Case Escalation Rules.
• C.Use Process Builder with Scheduled Actions
• D.Enable Omni-Channel Routing.

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