Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on cases.
What should they consider before implementation?

• A.Swarming can only be initiated from Slack.
• B.Messages from a swarm can be shared to the case feed.
• C.Swarms can be closed from Slack or Salesforce.

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Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.
What is the recommended license for the specialists?

• A.WDC Only User
• B.Satesforce
• C.Salesforce Platform
• D.Knowledge Only User

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A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

• A.Knowledge articles created by call center agents.
• B.Knowledge articles with the lowest rating.
• C.Number of knowledge articles in each data category.
• D.Knowledge search query with no results.

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Which method can be used to route cases from social channels?

• A.use Twitter-to-case and add workflow rules to the case object.
• B.Enable Social Network Profile and add workflow rules to the contact object.
• C.Enable Social Network Profile and add assignment rules to the case object.
• D.Enable Social Customer Service and add assignment rules to the case object.

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AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?

• A.Case Chatter feed
• B.Case activity feed
• C.Social Post record
• D.Case notes related list

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