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.Use the Lightning Knowledge Migration Tool and choose 'include files'.
• B.Upload the files as Documents, then relate them to the migrated Articles.
• 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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The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

• A.Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
• B.Optimize the customer community for mobile devices to have access to the same support as desktops.
• C.Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
• D.Create a central "Contact Us" page which provides access to all available channels.
• E.Enforce that customers must search the knowledgebase before they can see the Contact Us page.

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What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

• A.Configure lightning guided engagement.
• B.Customize the lightning console that page.
• C.Customize the pre-chat form.
• D.Configure a chat validation rule.

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Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

• A.It allows voicemails to be captured and stored as attachments on cases
• B.It is a server based software program that controls the behavior of a Salesforce SoftPhone
• C.It is an intermediary between a telephony system and a Salesforce CRM call center user
• D.It utilizes the SoftPhone capability from within the Salesforce application

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UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.

• A.Number of closed cases
• B.Number of lead referrals
• C.Number of attempts to contact
• D.Number of outbound calls per day

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