For which purpose should a contact center use visual workflow?

• A.To automate business processes for agents who troubleshoot customer support issues via phone.
• B.To assign follow-up tasks to an agent one week after a case is closed.
• C.To escalate a case to the support manager if it has been open for more than 72 hours.
• D.To automatically assign cases to a specific queue based on the customer support level.

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Universal Containers is setting up a field service dispatch contact center. Which functionality should be
considered when designing the contact center? (Choose 2)

• A.Chatter groups for customer
• B.Mobile access to case information
• C.Visibility into service entitlements
• D.Predictive dialer for outbound calls

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A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

• A.The chat transcripts and case are transferred
• B.The Customer is shown the new Rep's name
• C.Both Service Reps can chat with the customer
• D.The Customer doesn't know they were transferred

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Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

• A.Use the data loader to import unstructured articles
• B.Map articles with HTML sections to rich text area fields
• C.Create a separate .csv for each article type
• D.Use change sets to import data categories

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A Knowledge administrator has created an article for a promotion that starts at the beginning of the following
month. How would the administrator ensure the article is available on the first of the month?

• A.Create a workflow rule to update the article status to Published on the article start date.
• B.Send an email reminder to update the article status to Published on the start date.
• C.Set the article publish date to automatically display the article on the start datE.
• D.Create a task related to the article with a reminder set for the article start date.

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