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NEW QUESTION 44
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?

A. Use Smart Link to Article to select the prior version.B. Enable Knowledge User for Service Agents.C. Select Flag as new version' checkbox when publishing.D. Use the Clone option to create a new article.

Answer: A

 

NEW QUESTION 45
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

A. Case MilestonesB. Case EscalationC. Omni-ChannelD. Entitlements

Answer: D

 

NEW QUESTION 46
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

A. set a cutoff date of 1.5 months before user acceptance testing for any change requests.B. Deliver the entire project simultaneously so as to present UC with a completed solution.C. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.D. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

Answer: C

 

NEW QUESTION 47
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers

A. Set up Email-to-Case.B. Add additional agents to lower average hold time.C. Use Assignment rules and case queues.D. Simplify the interactive voice response (IVR) tree.

Answer: B,D

 

NEW QUESTION 48
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