The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

• A.Create a page layout for each article type and assign them to each team based on their product specialization
• B.Create an article action for each record type and assign them to each team based on their product specialization
• C.Create a data category for each product and assign them to each team bases on their product specialization
• D.Create a permission set for each record type and assign them to each team based on their product specialization

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Universal Containers needs to customize Salesforce to improve itsSupport Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?

• A.Access to Knowledge Articles
• B.Unique page layouts for each Case Record Type
• C.Utility Bar
• D.Open multiple case records as tabs and sub tabs

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Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Whichstatement is true about migrating images into Salesforce Knowledge?

• A.Convert all images to .jpeg, as this is the only supported file type
• B.Ensure that each image does NOT exceed the maximum of 25 MB
• C.Upload the images into Salesforce prior to importing the articles
• D.Include images in an .html file using the image tag and src attribute

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Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?

• A.Number of cases escalated
• B.Number of new customers added
• C.Number of Closed caseson first call
• D.Average Number of days to close cases
• E.Number of open cases per day

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Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

• A.Enable the self-serviceportal to generate logins for the hospital staff by region.
• B.Design a custom object to track credit requests and route them regionally using assignment rules
• C.Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
• D.Use cases to track the credit requests and route than to regional teams using assignment rules

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