Question # 1 Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCSadoption? Choose 2 answers A. A knowledge article life cycle that is implemented correctly the first time and does not need to changeB. Reduced first contact resolutionC. A knowledge article life cycle that evolves based on usage and demandD. Reducedissue resolution time
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B. Reduced first contact resolutionD. Reducedissue resolution timeQuestion # 2 Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers A. Approval Process that assigns an Article to a Reviewer Queue.B. Knowledge Action to Publish an Article once the Article is approved.C. Validation Rules for article record types to verify all fields during creation.D. Data Category to assign an article record type to a Reviewer.
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C. Validation Rules for article record types to verify all fields during creation.D. Data Category to assign an article record type to a Reviewer.Question # 3 SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved? A. Use entitlements to define a process and milestonesB. Use case teams to closeC. Use escalation rules
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A. Use entitlements to define a process and milestonesQuestion # 4 Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objectsin a single view while working on a case.
How should the requirement be met? A. Create a custom reportB. Create a custom related list on the caseC. Create a custom view on the Case tabD. Create a custom Visualforce page
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B. Create a custom related list on the caseQuestion # 5 Universal Banking hascustomer support operations in both Canada and the United States. Compliance regulations are listed below. A. Create geography-based roles to restrict access using data categoriesB. Create geography-based profiles to restrict access by mapping articletypesC. Create geography-based profiles to restrict access using data categoriesD. Create geography-based roles to restrict access by mapping article types
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A. Create geography-based roles to restrict access using data categoriesQuestion # 6 Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration? A. Prepare, Plan, Text, Execute, ValidateB. Prepare, Plan, Validate, Execute, TextC. Plan, Prepare, Test, Execute, ValidateD. Plan, Prepare, Validate, Execute, Text
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C. Plan, Prepare, Test, Execute, ValidateQuestion # 7 What are two benefits of deploying Knowledge in Customer Communities? A. Reduces incoming call volumeB. Replaces the need for an email channelC. Eliminates tracking of customer entitlementsD. Uncovers gap in the knowledge base
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A. Reduces incoming call volumeB. Replaces the need for an email channelQuestion # 8 Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meetthis requirement? Choose 2 answers. A. Enable service contracts and entitlements.B. Implement Salesforce Console for Service to support agents.C. Leverage Live Agent for web-based chat.D. Implement Salesforce Knowledge on a portal.
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C. Leverage Live Agent for web-based chat.D. Implement Salesforce Knowledge on a portal.
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