As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of themigration strategy?

• A.Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
• B.Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
• C.Verify that each article type has field level security on all fields set to read-only prior toimport, in order to prevent any loss of data.
• D.Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

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Universal containers is trying to reduce the amount of time support agents spend creating cases. Thenew method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

• A.On-Demand Email-to-case
• B.Web to case forms
• C.Standard email to case
• D.Omni channel routing

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Universal Containers wants to provide its resellers a secure portal where they canmanage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

• A.Reseller Community
• B.Employee Community
• C.Customer Community
• D.Partner Community

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Which native Service Cloud solution is used for case satisfaction surveys?

• A.Enable the case survey auto-response rule
• B.Enable the case survey option on the case object
• C.Check the survey option in the case settings
• D.Create a Web-to-case form with a custom case typeof survey

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Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL)to align with industry best practices?

• A.Information Technology (IT) help desk
• B.Telesales center
• C.Human Resources (HR) help desk
• D.Telemarketing center

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