A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

1. A. Prepare, Plan, Test, Execute, Validate
2. B. Plan, Prepare, Test, Execute, Validate
3. C. Prepare, Plan, Validate, Execute, Test
4. D. Plan, Prepare, Validate, Execute, Test

Correct Answer: D

A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

1. A. Create Synonym Groups.
2. B. Create Article Translation.
3. C. Enable Suggested Articles.
4. D. Add Data Category Groups.

Correct Answer: C

service representatives are complaining that their lightning service console is too crowded
Making it difficult to find tab and features required. After reviewing service console all configured features are required.

1. A. Define criteria-based record page components
2. B. Create multiple console layouts
3. C. Enable keyboard shortcuts
4. D. Configure Macros

Correct Answer: C

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

1. A. Configure Case Assignment Rules to use Queues.
2. B. Configure Omni-Channel Routing Model as Most Available.
3. C. Configure Case Assignment Rules to use Users.
4. D. Configure Omni-Channel Routing Model as Least Active.

Correct Answer: B

Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

1. A. The Approval Process will automatically Publish.
2. B. Approve articles from the Knowledge approval page to Publish.
3. C. Agents must click Publish after the Approval Process.
4. D. Set the final approval action to “Lock the record for editing”.

Correct Answer: C