Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal.
Which solution should a consultant recommend?

• A.Service Contracts
• B.Milestones
• C.Maintenance Plans

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The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers

• A.Create a dashboard that includes articles submitted by agents and approved for publication.
• B.Require agents to check a box on the case when submitting a new suggested article.
• C.Measure and reward agents based on the number of new articles approved for publication.
• D.Measure and reward agents based on the number of new articles submitted for approval.

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Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

• A.Article Record Types will be created as part of the import.
• B.Article Record Types must be created before the import.
• C.Multiple Article Record Types can be imported in the same CSV.
• D.Each Article Record Type must be in a separate CSV.

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Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?

• A.Omni-Channel Routing
• B.Visual Remote Assistant
• C.Workforce Engagement Self Scheduling
• D.Field Service Scheduler

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Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

• A.On a record Highlights Panel
• B.On the Calendar right hand panel
• C.On a utility bar of the Lightning App
• D.On a record Activity Feed list

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