What statement is true about the Salesforce Knowledge article lifecycle?

• A.Article permission sets allow agents to participate in the article publishing process
• B.Articles CANNOT be published until they are reviewed and validated by a qualified author
• C.Knowledge uses public groups as a way to assign users to specific tasks related to articles
• D.Approval process CANNOT allow publishing of articles that have specific validation statuses

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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.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.
• B.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.
• C.Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
• D.Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.

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Customer Support Agents are frustrated with how they interact with their current case management solution
and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls,
update cases, and communicate with customers?

• A.Configure the Case highlights panel
• B.Add a Visualforce page to the Case layout
• C.Configure Case Feed page layouts
• D.Create Salesforce Classic Quick Action

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Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:

• A.Set up analytical snapshots to capture key case information and create historical trending reports
• B.Create reports to analyze call data in order to understand peak times and ensure adequate staffing
• C.Create case escalation rules to route high priority cases directly to supervisors for resolution
• D.Set up a Salesforce Customer Community that will allow customers to create cases online

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Universal Containers wants to create a process to verify that customers are eligible for support before a case is
creates. A consultant recommends using entitlement management to meet this requirement. Which benefit
would be realized by using the entitlement management feature? Choose 2 answers.

• A.Ability to specify unique service levels for each customer
• B.Ability to enforce service levels with the time-dependent processes
• C.Ability to prompt callers for the service contract number within IVR menus
• D.Ability to determine if a customer has escalated a case in the past

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