Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

• A.The Approval Process will automatically Publish.
• B.Approve articles from the Knowledge approval page to Publish.
• C.Agents must click Publish after the Approval Process.
• D.Set the final approval action to "Lock the record for editing".

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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.Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
• B.Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
• C.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.
• D.Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.

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The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

• A.While holding for a support agent
• B.On-demand email to case
• C.Web-to-case question
• D.An email to case inquiry

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From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

• A.If the OWD for sharing cases is Public Read/Write/Transfer
• B.They are members of that Queue
• C.They are higher in the Role Hierarchy than a Queue Member
• D.They have a Contact Manager Profile
• E.All of the above

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Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.

• A.Experience Cloud Create Case Form
• B.Web-to-Case
• C.Contact Request Flow
• D.On-Demand Email-to-Case

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