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NEW QUESTION 23
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the
quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

A. Contact Salesforce to send a report on article efficacy.B. Create a group of super users that will evaluate and manage articles.C. Install Knowledge Base Dashboards and Reports AppExchange package.D. Send out a monthly survey to customers requesting feedback.

Answer: C

 

NEW QUESTION 24
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to
be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

A. Create quick actionsB. Configure LiveMessageC. Activate quick testD. Deploy Pre-Chat form

Answer: C,D

 

NEW QUESTION 25
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and
needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?

A. Handles more the 10,000 emails a dayB. Requires the use of Transport Layout Security (TLS)C. Accepts email attachments larger than 10 MBD. Accepts attachments from emails

Answer: C

 

NEW QUESTION 26
The Universal Container's customer support organization has implemented knowledge, 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. What could the company do to address this situation? (choose
2)

A. Require agents to check a box on case when submitting a new suggested articleB. Measure & reward agents based on the # of new articles submitted for approvalC. Measure & reward agents based on the # of new articles approved for publicationD. Create a dashboard for articles submitted by agents & approved for publication

Answer: B,D

 

NEW QUESTION 27
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