Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

• A.Knowledge Action to Publish an Article once the Article is approved.
• B.Validation Rules for article record types to verify all fields during creation.
• C.Approval Process that assigns an Article to a Reviewer Queue.
• D.Data Category to assign an article record type to a Reviewer.

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Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

• A.Approval Process that assigns an Article to a Reviewer Queue.
• B.Validation Rules for article record types to verify all fields during creation.
• C.Data Category to assign an article record type to a Reviewer.
• D.Knowledge Action to Publish an Article once the Article is approved.

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Which solution should a consultant recommend?

• A.Enable the knowledge sidebar setting in the case support settings.
• B.Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
• C.Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
• D.Enable the knowledge sidebar related list on the case page layout.
• E.Create a visualforce page called knowledge sidebar on the case page layout.

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KCS (knowledge centered support) what is it? Choose 2 Answers

• A.Share knowledge with the business partners
• B.Method for social media management
• C.Standard for managing customer support and delivery
• D.Process for creating and maintaining knowledge

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An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center.
Which three metrics should the Manager use to access the ROI?
Choose 3 answers

• A.Number of sales queues
• B.Opportunities per channel
• C.Cost per call
• D.Average queue time per agent
• E.Number of leads created

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