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NEW QUESTION 43
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

A. Article Record Types will be created as part of the import.B. Article Record Types must be created before the import.C. Multiple Article Record Types can be imported in the same CSV.D. Each Article Record Type must be in a separate CSV.

Answer: B,C

 

NEW QUESTION 44
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

A. Data Categories and Article TypesB. Service Console Knowledge ComponentsC. Data Categories and Article ActionsD. Service Console Profile Assignments

Answer: A,B

 

NEW QUESTION 45
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers

A. Configure Chatter for public accessB. Add Live Agent to public-facing sitesC. Utilize KCS to manage KnowledgeD. Implement SOS for mobile experienceE. Create a Customer Community

Answer: B,C,D

 

NEW QUESTION 46
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