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NEW QUESTION 46
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

A. Grant Authors access to the FAQ article type.B. Grant Authors access to the FaQ record typeC. Set article Org Wide Default to Public ReadWrite.D. Add Authors to the FaQ Data Category.

Answer: B

 

NEW QUESTION 47
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A. Enable suggested articles on new cases.B. Create an email template to send articles as PDF attachments.C. Enable agents to create their own personal articles.D. Enable article submission during case close.E. Enable article customization for open cases.

Answer: A,B,D

 

NEW QUESTION 48
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

A. Set up a reporting snapshot of the case, contact and activity objects.B. Build a Summary report on Products and Activities.C. Customize the My Teams Calls this week standard report.D. Create a Custom Report type with activities as the primary object.

Answer: C

 

NEW QUESTION 49
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?

A. Contact RequestsB. Embedded Chat WindowC. Social Customer ServiceD. Open CT1

Answer: B

 

NEW QUESTION 50
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

A. Account tab with Cases related listB. Account tabs with Case SubtabsC. Account tabs and Cases tabD. Case tabs with Account subtabs

Answer: A

 

NEW QUESTION 51
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