Universal Containers has a well-defined support process for cases which includes the following statuses:
* New
* Assigned
* In Progress
* Waiting On Customer
* Closed
The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.
Which report type should the consultant consider when collecting data for the support manager?

• A.Case Lifecycle
• B.Cases with Milestones
• C.Case History

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A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?

• A.Define article types with public sharing settings.
• B.Define data categories with custom visibility.
• C.Define topics for each knowledge article.
• D.Define a custom field to identify the subject.

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Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to customers. CK has recently received complaints from customers who have set their communication preferences to email only or text only.
What is the most efficient solution the consultant should use to meet the requirements?

• A.Remove the phone number from the page layout.
• B.Use Dynamic Forms to hide the phone number.
• C.Set the Contact Do Not Call field value to True.

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Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

• A.Email-to-Case
• B.An AppExchange package
• C.web-to-Case
• D.On-Demand Email-to-Case

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Which configuration item must be created when implementing Lightning Knowledge?

• A.Article Types
• B.File Types
• C.Record Types
• D.Attachment Types

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