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

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

Correct Answer: AD

A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

1. A. Create a report using the Case Lifecycle report type.
2. B. Create a report using the Case Age report type.
3. C. Create a report using the Case Historical Trending report type.
4. D. Create a report using the Case Snapshot report type.

Correct Answer: D

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

1. A. Add the Knowledge related list to the Case record page.
2. B. Add the Knowledge tab to the Service Console.
3. C. Add Knowledge Data Categories to each Case.
4. D. Add the Knowledge Component to the Case record page.

Correct Answer: D