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

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

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Milestones can be added to which three object types?
Choose 3 Answers

• A.Entitlement
• B.Case
• C.Account
• D.Service
• E.Work order

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The VP of Service at Cloud Kicks (CK) wants to enable Service Cloud users to access and generate reports using work order data stored in an enterprise data warehouse (EDW).
Which approach should the consultant recommend to streamline this process with minimal effort?

• A.Create a Custom Object and utilize Data Loader to import work order data into Salesforce.
• B.Use Salesforce Connect and External Objects to represent work order data in Salesforce.
• C.Implement a batch integration process that runs every 15 minutes to synchronize work order data into Salesforce.

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Universal Containers wants to ensure the contracted service level requirements for its customers are being met.
What should a consultant configure to meet this requirement?

• A.Entitlement processes, contract line items, milestone, and entitlements
• B.Entitlement processes, milestones, milestone actions, and entitlements
• C.Entitlement processes, contracts, contract line items, and entitlements

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Universal Containers (UC) is coaching new service agents to improve their productivity and service quality.
The agents must understand how to intake a case, mark the required fields for product issues, how to wrap up a case, and how to escalate a case.
Which solution should the consultant advise that service supervisors use to meet these requirements?

• A.Create an Omni-Flow for routing. Use a Screen Pop that serves a flow and the interaction record for the service agent. Report on the Average Handle Time and CSAT.
• B.Place a flow in a Flow component on the case record. Add a custom field to the flow for tracking progress. Create a custom report type for providing the metric.
• C.Set up steps with flows in an Actions & Recommendations deployment. Add the component to the service agent record page. Use Action History to spot check adherence.

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