As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles
from their current database.
Which factor should a Consultant consider as part of the migration strategy?

• A.Prepare a single .csv file that can be used to migrate all articles types at once and include with a
  properties file in a .zip for import.
• B.Ensure that each existing article type has a corresponding Salesforce Knowledge article type that
  matches its structure and content.
• C.Verify that each article type has field level security on all fields set to read-only prior to import, in order
  to prevent any loss of data.
• D.Convert any articles containing HTML into plain text before importing because HTML is NOT
  supported in any article field types.

Comment: *

Name: *

Email: *

Verification: *

UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

• A.Create a custom web service to handle invoice inserts and updates from the billing system
• B.Create a Visualforce page that retrieves payment information via a Web Service call-out
• C.Create a custom tab of type URL that displays a search page from the billing system
• D.Import payment data into Salesforce and add to the contact page layout related list

Comment: *

Name: *

Email: *

Verification: *

Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

• A.From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
• B.Create the necessary objects in Salesforce.
• C.Create a Salesforce Case to have Omni-Channel enabled.
• D.Customize service channel settings to define how the organization receives work from various

Comment: *

Name: *

Email: *

Verification: *

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

• A.Knowledge Action to Publish an Article once the Article is approved.
• B.Approval Process that assigns an Article to a Reviewer Queue.
• C.Data Category to assign an article record type to a Reviewer.
• D.Validation Rules for article record types to verify all fields during creation.

Comment: *

Name: *

Email: *

Verification: *

Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?

• A.Visualforce custom page Questions & Answers PDF Page 6
• B.Auto launch flow
• C.Salesforce Console for Service
• D.Process Builder

Comment: *

Name: *

Email: *

Verification: *