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

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What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

• A.Recommend articles prior to a Live Agent session
• B.Suggest articles for a web-to-case question
• C.Suggest articles for an email-to-case question
• D.Recommend articles during a call for a support agent

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Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

• A.Follow-up emails related to a case will update the case comments
• B.Follow-up emails and attachments related to a case are attached to the case
• C.Assignment, escalation, and workflow rules are processed on inbound emails
• D.Only one inbound email address can be used for Email-to-Case

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Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).
Additional requirements are listed below:
* Support attachments up to 25 MB per inquiry
* Under 2,500 inquiries per day
Which configuration solution should a consultant recommend to meet these requirements?

• A.On-Demand Email-to-Case
• B.Heroku Connect
• C.Email-to-Case

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What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

• A.Configure Lightning Guided Engagement.
• B.Configure a Live Chat Validation Rule.
• C.Customize the Pre-chat form.
• D.Customize the Lightning Console chat page.

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