Question 141
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)
Question 142
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
Question 143
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and
requires quick iterations and a speedy project completion. UC has requested frequently project updates for
check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?
Question 144
A company is planning forthe migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
Question 145
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?