Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

• A.Create geography-based roles to restrict access using data categories
• B.Create geography-based profiles to restrict access by mappingarticle types
• C.Create geography-based roles to restrict access by mapping article types
• D.Create geography-based profiles to restrict access using data categories

Comment: *

Name: *

Email: *

Verification: *

UniversalContainers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

• A.Add the Submit Feedback button to articles.
• B.Allow agents to create Knowledge articles when closing a case.
• C.Require agents to create Knowledge articles when opening a case.
• D.Add the Submit Feedback button on the Solutions tab.

Comment: *

Name: *

Email: *

Verification: *

Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers

• A.Add additional components to the Lightning console.
• B.Coach users on minimizing open console tabs.
• C.Allow the user to log into Live Agent from multiple browsers.
• D.Ensure each laptop has a modern browser installed.

Comment: *

Name: *

Email: *

Verification: *

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

• A.Knowledge articles with the lowest rating.
• B.Number of knowledge articles in each data category.
• C.Knowledge articles created by call center agents.
• D.Knowledge search query with no results.

Comment: *

Name: *

Email: *

Verification: *

Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

• A.Use change sets to import data categories
• B.Use the data loader to import unstructured articles
• C.Create a separate .csv for each article type
• D.Map articles with HTML sections to rich text area fields

Comment: *

Name: *

Email: *

Verification: *