Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

• A.Publish articles to the Web using Salesforce Publisher.
• B.Display articles in Salesforce Answers.
• C.Display articles with HTML, images, and links.
• D.Display articles in a public knowledge base.

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Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

• A.Create separate data category groups for each division and assign the category to a division profile.
• B.Create a sharing rule for each division to provide access using the role hierarchy.
• C.Create a sharing rule for each division to provide access based on criteria of the article.
• D.Create a single data category group for each division and provide access using the role hierarchy.

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The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)

• A.Require agents to check a box on case when submitting a new suggested article
• B.Measure & reward agents based on the # ofnew articles submitted for approval
• C.Create a dashboard for articles submitted by agents & approved for publication
• D.Measure & reward agents based on the # of new articles approved for publication

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The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager 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 Knowledge articles created each month.
• B.Average call handle time by team.
• C.Number of cases closed by self-service users.
• D.Number of cases created using Communities by month.

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Customer Community toprovide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

• A.Allows customers to search a knowledge base.
• B.Allows customers to customize reports and dashboards
• C.Allows customers the ability to collaborate
• D.Allows customers to customize their user interface

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