UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?

• A.Assign team-based profiles to the associated product data category value
• B.Assign team-based roles to the associated product article types
• C.Assign team-based profiles to the associated product article types
• D.Assign team-based roles to the associated product data category value

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Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

• A.Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
• B.Define a data category called FAQ and assign category visibility to users in the contact centre role.
• C.Create an FAQ article type and configure theenable suggested articles option in support settings.
• D.Create an FAQ article type and enable the submit articles feature on the case close page layout.

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to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.

• A.Add the knowledge related list to the case record page
• B.Add the knowledge tab to the service console
• C.Add knowledge component to case record page
• D.Add knowledge data categories to each case

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Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?

• A.Select two Twitter or Facebook accounts.
• B.Create and assign permission sets to give agents social account access.
• C.Retrieve Social Studio credentials.
• D.Enable the Moderation feature to automatically create cases from posts.

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Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

• A.Grant managers the Manage Salesforce Knowledge permission.
• B.Create at least two different approval processes.
• C.Grant managers the Manage Data Categories permission.
• D.Create atleast two different article types.
• E.Create at least two different data categories.

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