Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answers

1. A. Restrict the Manage Articles user permission
2. B. Set up an intuitive Data Category hierarchy
3. C. Enable and configure wildcards for article searches
4. D. Require that an article be added when closing a case

Correct Answer: CD

Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

1. A. On-Demand Email-to-case
2. B. Standard email to case
3. C. Web to case forms
4. D. Omni channel routing

Correct Answer: A

Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?

1. A. Omni-Channel Routing
2. B. Visual Remote Assistant
3. C. Workforce Engagement Self Scheduling
4. D. Field Service Scheduler

Correct Answer: D

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend? Choose 3 answers

1. A. Import the records and create a workflow rule to change the data type.
2. B. Standardize all rows to match Salesforce data types.
3. C. Import the records and use Duplicate Management.
4. D. Deduplicate the data before importing into Salesforce,
5. E. Install the Data Quality Analysis Dashboards from the AppExchange.

Correct Answer: BCD

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

1. A. CTI Adapter configuration
2. B. Lightning Console enablement
3. C. Call Center Definition File creation
4. D. Service Console case creation configuration

Correct Answer: AC