Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

• A.Use change sets to import data categories
• B.Map articles with HTML sections to rich text area fields
• C.Use the data loader to import unstructured articles
• D.Create a separate .csv for each article type

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Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

• A.Chatter Questions
• B.Macros
• C.Communities
• D.Field Service
• E.Public Knowledge

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Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

• A.Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
• B.Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
• C.Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
• D.Assign a global team of experienced agents and leaders to create a common design template and report structure.

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A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?

• A.Email to Case
• B.Web to Case
• C.Community
• D.On Demand Email to Case

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Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to relatedobjects in a single view while working on a case.
How should the requirement be met?

• A.Create a custom report
• B.Create a custom Visualforce page
• C.Create a custom related list on the case
• D.Create a custom view on the Case tab

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