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NEW QUESTION 40
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers

A. Require that an article be added when closing a caseB. Enable and configure wildcards for article searchesC. Restrict the Manage Articles user permissionD. Set up an intuitive Data Category hierarchy

Answer: A,B

 

NEW QUESTION 41
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

A. The dashboard viewerB. Let the dashboard viewers chooseC. The user creating the dashboardD. The VP of service

Answer: A

 

NEW QUESTION 42
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following
month. How would the administrator ensure the article is available on the first of the month?

A. Set the article publish date to automatically display the article on the start datE.B. Create a workflow rule to update the article status to Published on the article start date.C. Send an email reminder to update the article status to Published on the start date.D. Create a task related to the article with a reminder set for the article start date.

Answer: A

 

NEW QUESTION 43
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

A. Percent of cases closed meeting the defined SLAB. Percent of cases closed with chatter postsC. Percent of cases closed on first contactD. Percent of cases closed with an attached article

Answer: A

 

NEW QUESTION 44
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