After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

• A.Set article Org Wide Default to Public ReadWrite.
• B.Grant Authors access to the FaQ record type
• C.Grant Authors access to the FAQ article type.
• D.Add Authors to the FaQ Data Category.

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Universal Containers wants to create a process to verify that customers are eligible for support before a case iscreates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

• A.Ability to prompt callers for the service contract number within IVR menus
• B.Ability to enforce service levels with the time-dependent processes
• C.Ability to specify unique service levels for each customer
• D.Ability to determine if a customer has escalated a case in the past

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UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributingto a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

• A.Implement a customer self-service portal
• B.Prioritize customer calls based on their SLA
• C.Enable agents to transfer calls to other agents
• D.Cross-train agents on both product lines

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Universal Containers wants to be able toassign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

• A.Chat Queue-based routing
• B.Omni-channel Queue-based routing
• C.Omni-channel Skills-based routing
• D.Case Skills-based Assignment Rules

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How is the hash mark (e.g., #salesforce) used in chatter?

• A.Links the Chatter message to Twitter
• B.Indicates a clickable URL hyperlink
• C.Indicates the name of a groupin which to place the Chatter message
• D.Ties the Chatter message to a topic

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