Universal Containers (UC) created a new mobile app that enables customers to place orders and track
fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should
be added to meet this requirement? Choose 2 answers

• A.Chatter Groups
• B.Field Service Lightning
• C.Salesforce Knowledgebase
• D.Service Cloud SOS

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Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager
wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use
to measure the adoption of Knowledge? Choose 2 answers.

• A.Report that displays # of new articles created during the past 2 months
• B.Report that displays # of cases with articles attached during the past 2 months
• C.Report displays # of articles associated to data categories during past 2 months
• D.Create a report that display the # of articles searched during the past 2 months

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After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

• A.Grant Authors access to the FAQ article type.
• B.Add Authors to the FaQ Data Category.
• C.Grant Authors access to the FaQ record type
• D.Set article Org Wide Default to Public ReadWrite.

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The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

• A.Provide a self-help Customer Community.
• B.Limit Customers to 5 Cases per day.
• C.Add more support phone lines.
• D.Ask sales reps to respond to support Cases

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A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?

• A.Last modified date and terms searched frequently in the last year
• B.Last modified date and total number of article views in the last year
• C.Original creation date and total number of article views in the last year

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