UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?

• A.Assign team-based profiles to the associated product data category value
• B.Assign team-based profiles to the associated product article types
• C.Assign team-based roles to the associated product article types
• D.Assign team-based roles to the associated product data category value

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Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

• A.Push Notifications
• B.Case Feed
• C.Omni-channel Supervisor
• D.Next Best Actions

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Milestones can be added to which three Object types? Choose 3 answers

• A.Case
• B.Account
• C.Service
• D.Work Order
• E.Entitlement

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Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?

• A.Lightning Component
• B.Contact Request flow
• C.Direct Messaging
• D.Case queues

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universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers

• A.Lightning Flow for service
• B.Lightning Process Builder
• C.Path for Cases
• D.Interaction Log

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