DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?

• A.Post a web to case form on the site and assign the case to the specialist for completion.
• B.Use email to case for the client to submit the relevant information to the specialist.
• C.Create a screen-based flow accessible from the Experience site and internaly.
• D.Add a custom Lightning component to the site and the Case Lightning record page.

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KCS (knowledge centered support) what is it? Choose 2 Answers

• A.Share knowledge with the business partners
• B.Method for social media management
• C.Standard for managing customer support and delivery
• D.Process for creating and maintaining knowledge

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Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge Centered Support (KCS) methodology.
Which benefit can be expected?

• A.Reduced post-interaction time
• B.Reduced first contact resolution time
• C.Reduced issue resolution time

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Universal Containers wants to shorten the average call time in its contact centers by prompting the customers
to enter customer number and identify their order and product information when they call for support. After
providing this information, the customer should then have the option to speak a support agent if they still need
help. Which system will help Universal Containers meet this requirement?

• A.Computer Telephony Integration
• B.Order Management System
• C.Automatic Call Distribution
• D.Interactive Voice Response

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Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

• A.Article Record Types must be created before the import.
• B.Multiple Article Record Types can be imported in the same CSV.
• C.Each Article Record Type must be in a separate CSV.
• D.Article Record Types will be created as part of the import.

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