Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

• A.Most Revised Articles
• B.Search Activity Gaps
• C.Most Linked Articles
• D.Top Articles sorted descending

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Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?

• A.No Resource
• B.Sequential
• C.Independent
• D.Auto-Add

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Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

• A.in a Private sharing model, only queue members can take ownership or cases in the Queue.
• B.In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.
• C.In a Private sharing model, only queue members and direct reports can view cases in a Queue.
• D.In a Public Read Only sharing model, al users can view cases in a Queue.

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service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. After reviewing service console all configured features are required.

• A.Define criteria-based record page components
• B.Create multiple console layouts
• C.Enable keyboard shortcuts
• D.Configure Macros

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UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

• A.Use aworkflow rule to send an email to the product manager
• B.Use an escalation rule to move cases into the product manager queue
• C.Use an assignment rule to assign new cases to the product manager
• D.Use Chatter case feed and case teams to monitor cases

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