Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

• A.Upload the files as Documents, then relate them to the migrated Articles.
• B.Use the Lightning Knowledge Migration Tool and choose 'include files'.
• C.Use the Files Related List on each article to add files to your articles.
• D.Post the Files to the Chatter Feed on each Article.

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Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of effort for configuring a standard Einstein for Service feature are from automating standard responses.
Which feature meets this requirement most effectively?

• A.Einstein Reply Recommendations
• B.Einstein Article Recommendations
• C.Einstein Case Wrap-Up

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Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.
Which approach should a consultant use for data migration?

• A.Prepare, Plan, Test, Validate, Execute
• B.Plan, Prepare, Execute, Test, Validate
• C.Plan, Prepare, Test, Execute, Validate

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Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

• A.Create a Report of all active Entitlements grouped by Customers.
• B.Add the Entitlements related list to the Account Page Layout.
• C.Configure Assignment Rules based on Case Priority.
• D.Configure Success, Warning, and Violation Actions for Milestones.

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UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

• A.Configure entitlements and milestones to enforce SLAs
• B.Improve the training provided to existing agents
• C.Hire more agents for the contact centers
• D.Track social sentiment across social media outlets

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