The lifecycle of a Knowledge article consists of five stages. In which order does an article proceed through these stages?
A. Create, approve, publish, consume, feedback
B. Create, feedback, publish, approve, consume
C. Create, publish, feedback, approve, consume
D. Create, consume, feedback, approve, publish
A company is changing its case management system to Salesforce. All active accounts, contacts, and
closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
A. Prepare, Plan, Test, Execute, Validate
B. Plan, Prepare, Test, Execute, Validate
C. Prepare, Plan, Validate, Execute, Test
D. Plan, Prepare, Validate, Execute, Test
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new
method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of
documents under 25 MB by the customer.
Which method should the Consultant suggest?
A. Omni-Channel routing
B. Standard Email-to-Case
C. Web-to-Case forms
D. On-Demand Email-to-Case
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
A. Open CTI
B. Macros
C. Local Presence
D. Lightning Dialer
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. Which two should the company do to address this situation? Choose 2 answers
A. Measure and reward agents based on the number of new articles submitted for approval.
B. Measure and reward agents based on the number of new articles approved for publication.
C. Create a dashboard that includes articles submitted by agents and approved for publication.
D. Require agents to check a box on the case when submitting a new suggested article.
What are two design considerations for a Live Agent implementation? Choose 2 answers
A. Chat Visitor Browser
B. Chat Window Title
C. Chat Character Limit
D. Idle Connection Timeout
Milestones can be added to which three Object types? Choose 3 answers
A. Entitlement
B. Work Order
C. Service
D. Case
E. Account
Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
A. Contacts
B. Products
C. Service contracts
D. Case history
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
A. Last modified date and frequent search terms
B. Last modified date and number of recent article views
C. Original creation date and average rating of articles
D. Original creation date and total number of article views
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud. Which two solutions should a Consultant recommend? Choose 2 answers
A. Knowledge Base
B. Customer Community
C. Automatic Call Distribution
D. Service Cloud Console
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