Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting.
Which consideration should the administrator be aware of when making this change?

• A.Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.
• B.Data Category Visibility of All Categories provides Public Read/Write access.
• C.Data Categories no longer control access to articles.
• D.Data Category Visibility of AM Categories provides Public Read Only access.

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Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?

• A.Assign a user to manually manage incoming email
• B.Use Omni-Channel to automatically route inbound email
• C.Insert a reference Thread ID in the email subject template
• D.Convert to an On-Demand Email-to-Case setup

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Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

• A.Create multiple agent console applications and configure the Iayout based on the user's requirements.
• B.Create case page layouts for each interaction channel and assign them to different agent profiles.
• C.Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
• D.Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

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Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need
to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3
answers:

• A.Divisions
• B.Record types
• C.Custom search
• D.Custom indexes
• E.Tiered data strategy

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Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?

• A.Migrate child cases first.
• B.Migrate parent cases first
• C.Migrate parent and child cases together.

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