The Service Manager at Universal Containers wants to improve the adoption ofpublic Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?

• A.Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
• B.Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
• C.Provide the Service Manager with edit permissions to the standard Knowledge Article views.
• D.Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.

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Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers

• A.Restrict the Manage Articles user permission
• B.Set up an intuitive Data Category hierarchy
• C.Enable and configure wildcards for article searches
• D.Require that an article be added when closing a case

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

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Universal Containers is bringing a new division under their existing Customer Service Contact Center. This
will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud
instance

• A.Java Language Specific Toolkit
• B.Cloud-to-Cloud Integration Toolkit
• C.Bulk Data Transfer API
• D.Data Integration via SOAP API

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UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

• A.Create a Visualforce page that retrieves payment information via a Web Service call-out
• B.Create a custom web service to handle invoice inserts and updates from the billing system
• C.Create a custom tab of type URL that displays a search page from the billing system
• D.Import payment data into Salesforce and add to the contact page layout related list

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