Universal Containers wants articles to be suggested to agents based on information they are typing into the case.
Which solution should a consultant recommend?

• A.Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
• B.Enable the Knowledge sidebar setting in the case support settings.
• C.Create a Visualforce page called Knowledge sidebar on the case page layout.
• D.Enable the Knowledge sidebar related list on the case page layout.

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To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to
provide article with various publishing capabilities. What configuration should be recommended to meet this
objective?

• A.Assign article managers to public groups and specific article actions to each group.
• B.Assign article managers to publication teams and specific article actions to each team.
• C.Assign article managers to public groups and specific publication states to each group.
• D.Assign article managers to publication teams and specific publication states to each team.

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A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source
articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

• A.Set up the article actions and assign publishers to each action
• B.Set the publication status of the article tame to draft status
• C.Create the custom fields for the slide type
• D.Create the data categories and set up the data category values.
• E.Set up a zip file that contains the CSV, HTML, and image files.

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The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers

• A.Customer Community
• B.Service Cloud Console
• C.Automatic Call Distribution
• D.Knowledge Base

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What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

• A.Number of articles attached to a case
• B.Number of articles created by agent
• C.Number of solutions created by agent
• D.Numberof cases escalated by agent

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