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NEW QUESTION 42
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

A. Grant managers the Manage Data Categories permission.B. Create at least two different approval processes.C. Create at least two different data categories.D. Grant managers the Manage Salesforce Knowledge permission.E. Create at least two different article types.

Answer: B,D,E

 

NEW QUESTION 43
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers

A. Salesforce ConnectB. External ObjectsC. Custom ObjectsD. Middle-tier integration

Answer: A,B

 

NEW QUESTION 44
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A. Validation Rules for article record types to verify all fields during creation.B. Data Category to assign an article record type to a Reviewer.C. Knowledge Action to Publish an Article once the Article is approved.D. Approval Process that assigns an Article to a Reviewer Queue.

Answer: A,B

 

NEW QUESTION 45
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers

A. Number of cases created - - Site by monthB. Number of IVR inquiries without agent involvement.C. Average call handle time by team.D. Number of cases closed by a self-service user

Answer: A,D

 

NEW QUESTION 46
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