Question 1

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?

Options :

A : Add the Knowledge related list to the Case record page.

B : Add the Knowledge tab to the Service Console.

C : Add Knowledge Data Categories to each Case.

D : Add the Knowledge Component to the Case record page.

Answer: D

Question 2

Support is divided by product line at AW Computing. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implernent quick texts. Quick texts are unique to each product line. How should the administrator ensure support reps only have access to quick texts for their specific product line?

Options :

A : Set the organization-wide default to Private and create sharing rules to share with roles.

B : Create a folder for each product line and share them with the specific users.

C : Add a permission set for Read access to the appropriate product line.

D : Assign the quick texts to Data Categories with access to the appropriate profiles.

Answer: B

Question 3

to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case

record page.

Options :

A : Add the knowledge related list to the case record page

B : Add the knowledge tab to the service console

C : Add knowledge component to case record page

D : Add knowledge data categories to each case

Answer: C

Question 4

Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sent by customers from the chat window. What should a consultant recommend?

Options :

A : Download the PDFs from the chat.

B : Use File Preview in the chat.

C : Ask the customer to send the PDF via email.

Answer: B

Question 5

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

Options :

A : Restrict the Manage Articles user permission

B : Set up an intuitive Data Category hierarchy

C : Enable and configure wildcards for article searches

D : Require that an article be added when closing a case

Answer: C,D