A Knowledge administrator has created an article for a promotion that starts at the beginning of the following
month. How would the administrator ensure the article is available on the first of the month?

• A.Create a task related to the article with a reminder set for the article start date.
• B.Send an email reminder to update the article status to Published on the start date.
• C.Set the article publish date to automatically display the article on the start datE.
• D.Create a workflow rule to update the article status to Published on the article start date.

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Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers

• A.Install the Data Quality Analysis Dashboards from the AppExchange.
• B.Import the records and use Duplicate Management.
• C.Standardize all rows to match Salesforce data types.
• D.Import the records and create a workflow rule to change the data type.
• E.Deduplicate the data before importing into Salesforce,

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How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

• A.Add the Knowledge Component to the Service Console.
• B.Add the Knowledge tab to the Console app.
• C.Add the Suggested Article widget to the Case page layout.
• D.Create email templates with Knowledge Articles attached.

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Universal Containers' service operations manager needs a historical report detailing service rep performance for all service channels. The report must include Active Time, Handle Time, Speed To Answer, and any reasons provided when reps decline work items.
Which solution should a Service Cloud Consultant recommend?

• A.Use the Omni Supervisor Service Reps tab.
• B.Configure the Wallboard tab to display Work Performance metrics.
• C.Build custom report type with 'Agent Work' as the primary object.

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Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is
decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.

• A.Reduce the cost per call
• B.Align agent performance goals with KPIs
• C.Hire additional support agents
• D.Train support agents

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