Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?

• A.Include images in an .html file using the image tag and src attribute
• B.Upload the images into Salesforce prior to importing the articles
• C.Convert all images to .jpeg, as this is the only supported file type
• D.Ensure that each image does NOT exceed the maximum of 25 MB

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Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).
Which feature should a consultant recommend?

• A.Omni-Channel Routing
• B.Milestones & Entitlements processes
• C.Case Assignment rules

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Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

• A.Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
• B.Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
• C.Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
• D.Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created

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Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

• A.Create a Custom Report type with activities as the primary object.
• B.Customize the My Teams Calls this week standard report.
• C.Set up a reporting snapshot of the case, contact and activity objects.
• D.Build a Summary report on Products and Activities.

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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.Auto launch flow
• B.Salesforce Console for Service
• C.Visualforce custom page Questions & Answers PDF Page 6
• D.Process Builder

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