Universal containers is migrating from classic knowledge to lightning knowledge usingthe lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?

A. Use the files related list on each article to add files to your articles.

B. Post the filesto the chatter feed on each article.

C. Upload the files as documents, then relate them to the migrated articles.

D. Use the lightning knowledge migration tool and choose “include files”.

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? Choose 3 answers

A. Increased call deflection

B. Increased call routing accuracy

C. Reducedissue resolution time

D. Reduced support channels

E. Optimized useof resources

What should a Consultant recommend to ensure Live Agentchat requests contain enough information for Reps to effectively respond?

A. Configure Lightning Guided Engagement.

B. Configure a Live Chat Validation Rule.

C. Customize the Pre-chat form.

D. Customize the Lightning Console chat page.

Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. Whatcustomer-related metric should the customer support management analyze? Choose 2 Answers

A. Escalated cases by account month to date

B. High priority cases opened by account month to date

C. Time spent by account year to date

D. New cases opened by theaccount channel

A customer is planning a Service Cloudimplementation. The customer's current database has the following number of records:

* 10 million cases
* 1 million accounts
* 3million contacts

When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

A. The Salesforce org may be slow during the data import

B. Related lists on the case object may be slow to populate

C. Salesforce reporting speed may be affected

D. Result may be slow when searching for records

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?

A. Create Knowledge Articles and publish internally and publicly.

B. Configure IVR routing to bypass Tier 1 for the product line.

C. Configure Omni-channel to assign cases directly to Tier 2.

D. Create a dashboard to track and manage call volumes by type.

Universal Containers purchased Knowledge and would like to implement it as soon as possible. Whatapproachshould a consultant recommend?

A. Activate Knowledge One within the Salesforce Console for Service.

B. Create a Knowledge Visualforce component on the case detail page.

C. Activate Knowledge One on the case detail page.

D. Create a Knowledge Visualforce component within the Salesforce Console for Service.

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommendedsolution to increase the involvement of SMEs and track the case to completion in Chatter?

A. Follow the SMEs to receive automatic updates when they add case comments

B. Bookmark all the comments related to the issue from SMEs

C. Use hashtag (#) to track the customer case and SMEs comments

D. @mention the SMEs on the case Chatter feed and follow the case

Universal Containers Call Center Agents have limited visibility to customer supportlevels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

A. Configure AssignmentRules based on Case Priority.

B. Add theEntitlements related list to the Account Page Layout.

C. Create a Report of all active Entitlements grouped by Customers.

D. Configure Success, Warning, and Violation Actions for Milestones.

Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?

A. Configure Case Assignment Rules

B. Configure Omni-Channel with Most Available Routing

C. Configure Live Agent Skills-based Routing

D. Configure Omni-Channel with Least Active Routing

Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

A. Visual Studio Code and change sets

B. Mass Transfer Records, change sets, and Visual Studio Code

C. Visual Workflow, data loader, and Force.com IDE

D. Data loader, change sets, and Force.com Excel Connector

What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

A. Recommend articles during a call for a support agent

B. Suggest articles for a web-to-case question

C. Suggest articles for an email-to-case question

D. Recommend articles prior to a Live Agent session