UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affectedby the number of contact records?

A. Contact list view edit time

B. Contact report run time

C. Contact view page load time

D. Contact related list load time

UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?

Choose 3 answers.

A. Configure workflow rules for each data category

B. Configure article types for each kind of content

C. Define approval processes for eacharticle type

D. Define approval processes for each product

E. Configure data category values for each product

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

A. CTI Adapter configuration

B. Lightning Console enablement

C. Call Center Definition File creation

D. Service Console case creation configuration

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?

A. Convert any articles containingHTML into plain text before importing because HTML is NOT supported in any article field types.

B. Verify that each article type has field level security on all fields set to read-only prior to import, in order toprevent any loss of data.

C. Ensure thateach existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip forimport.

Milestones can be added towhich three object types? Choose 3 Answers

A. Work order

B. Case

C. Service

D. Entitlement

E. Account

A service manager has just configured chat at a company site. Now, theagents cannot see the chat footer components in the console.
Which configuration option should be verified?

A. Verify that users have access to the chat buttons.

B. Verify that users are assigned the chat user profile.

C. Verify that users have access tothe chat public group.

D. Verify that users are assigned the chat feature license.

A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

A. Report on the articlesfollowed in Chatter

B. Report on agent ratings on articles

C. Report on agent feedback on articles

D. Report on the articles attached to cases

Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

A. Customer Community Plus

B. Customer Community

C. High Volume Customer Portal

D. Lightning External Apps Starter

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by callcenter location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?

A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. Thelegacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

A. Migrate closed cases with milestones and entitlements

B. Migrate open and closed cases with milestones and entitlements

C. Migrate open and closed cases without milestones and entitlements

D. Migrate closed cases to a custom read-only object

What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

A. Evolving content-based product lifecycles

B. Creatingcontent as a result of solving issues

C. Rewarding learning, collaboration, sharing and improving.

D. Developing a knowledge base on the experience of an individual

Universal container support manager wants to share product specific information with their customersusing communities. Choose 3 Answers

A. Publish articles to external channels

B. Assign article types to the communities

C. Enable public solutions.

D. Configure content library permissions

E. Enable article deliveries