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

Universal Containers wants to be able to assign cases based on the same criteria they use for chat . Which feature should a consultant recommend?

1. A. Chat Queue-based routing
2. B. Case Skills-based Assignment Rules
3. C. Omni-channel Queue-based routing
4. D. Omni-channel Skills-based routing

Correct Answer: C

Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

1. A. Web-to-Case
2. B. Embedded Chat Service
3. C. Customer Community
4. D. Case Assignment Rules

Correct Answer: B

Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?

1. A. Auto launch flow
2. B. Salesforce Console for Service
3. C. Visualforce custom page Questions & Answers PDF Page 6
4. D. Process Builder

Correct Answer: B