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.
Which statement is true about migrating images into Salesforce Knowledge?

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

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A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)

• A.Set the organization-wide default to private and create sharing rules for the FAQ article type
• B.Create a publisher profile that includes create access on the FAQ article type.
• C.Hide the Article Management tab for users who should have read-only access to articles.
• D.Enable the Manage Articles permission for the publisher profile and assign it to users

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Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

• A.Change Sets
• B.Data Loader
• C.Data Import Wizard
• D.Mass Transfer Records

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Which system would a contact center integrate with in order to provide field service agents with information
needed to provide service at customer sites?

• A.Marketing
• B.Order Fulfillment
• C.Enterprise Resource Planning (ERP)
• D.Telephony

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Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

• A.Communities
• B.Macros
• C.Chatter Questions
• D.Public Knowledge
• E.Field Service

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