As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

• A.Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
• B.Prepare a single .csv file that can be used to migrate all article types at once and include with a.
  properties file in a.zip for import
• C.Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
• D.Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.

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Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases?

• A.Create queues with support agents and use assignment rules.
• B.Predefine case teams and use assignment rules.
• C.Configure Web-to-Case and use assignment rules,

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Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases.
Which solution meets these requirements?

• A.Use escalation rules to move cases into the correct status. Create reports to monitor service-level agreement (SLA) adherence.
• B.Enable agent chat functionality for customers. Disable the ability to log a case from the Experience Cloud site.
• C.Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure.

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Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers

• A.Coach users on minimizing open console tabs.
• B.Allow the user to log into Live Agent from multiple browsers.
• C.Add additional components to the Lightning console.
• D.Ensure each laptop has a modern browser installed.

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Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?

• A.Self Service Knowledge
• B.Workforce Engagement
• C.Incident Management
• D.Video Support

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