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

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

Correct Answer: AD

Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?

1. A. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
2. B. Enable the knowledge sidebar setting in the case support settings.
3. C. Create a visualforce page called knowledge sidebar on the case page layout.
4. D. Enable the knowledge sidebar related list on the case page layout.

Correct Answer: B

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

1. A. Add the Knowledge Component to the Service Console.
2. B. Add the Knowledge tab to the Console app.
3. C. Create email templates with Knowledge Articles attached.
4. D. Add the Suggested Article widget to the Case page layout.

Correct Answer: A

Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times? Choose 2 answers:

1. A. Set up analytical snapshots to capture key case information and create historical trending reports
2. B. Set up a Salesforce Customer Community that will allow customers to create cases online
3. C. Create reports to analyze call data in order to understand peak times and ensure adequate staffing
4. D. Create case escalation rules to route high priority cases directly to supervisors for resolution

Correct Answer: BC

Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and
Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?

1. A. Use a global quick action to capture details.
2. B. Use an auto-launched flow to capture details.
3. C. Use a new customer Path on Contact to capture details.
4. D. Use Open CTI with Pop to flow to capture details.

Correct Answer: B