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

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Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

• A.Auto-response rules
• B.Workflow rules
• C.Assignment rules
• D.Validation rules

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The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

• A.Create a central "Contact Us" page which provides access to all available channels.
• B.Enforce that customers must search the knowledgebase before they can see the Contact Us page.
• C.Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
• D.Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
• E.Optimize the customer community for mobile devices to have access to the same support as desktops.

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UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?

• A.Contact list view edit time
• B.Contact related list load time
• C.Contact view page load time
• D.Contact report run time

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Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

• A.Article Record Types must be created before the import.
• B.Each Article Record Type must be in a separate CSV.
• C.Article Record Types will be created as part of the import.
• D.Multiple Article Record Types can be imported in the same CSV.

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