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NEW QUESTION 24
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. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.B. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.C. 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 for import.D. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.

Answer: C

 

NEW QUESTION 25
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

A. Create a Salesforce Case to have Omni-Channel enabled.B. Create the necessary objects in Salesforce.C. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.D. Customize service channel settings to define how the organization receives work from various

Answer: C

 

NEW QUESTION 26
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

A. Use a computer telephony integration (CTI) adapter that supports its telephony system.B. Build a custom computer telephony integration (CTI) adapter using the Toolkit.C. Create an API integration between Salesforce and the telephony system.D. Implement an on demand telephony solution provided by a vendor.

Answer: A

 

NEW QUESTION 27
Which two configuration steps are required before quick actions can be used in Macros?

A. The specific quick action must be added to the case Feed.B. The specific quick action must be added to the case record Type.C. Global Actions needs on the publisher layout.D. Quick Actions must be enabled in the org.

Answer: A,D

 

NEW QUESTION 28
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