Question 56
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 57
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers
Question 58
Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
Question 59
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support
agents via email. Which options are available with Email-to-Case? (Choose 2)
Question 60
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers