Question 1

Cloud Kicks will us250e the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML. What is the recommended method to import the how-to guides into Salesforce Knowledge?

Options :

A : Modify the import parameters to specify HTML encoding.

B : Change the HTML format first to support subfields.

C : Create an HTML file for each rich text area field.

Answer: C

Question 2

Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.What is the recommended feature to meet the requirements?

Options :

A : Lead Assignment Rules

B : Queue-Based Routing

C : Skills-Based Routing

D : Lightning Flow for Service

Answer: C

Question 3

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

Options :

A : Article Record Types must be created before the import.

B : Each Article Record Type must be in a separate CSV.

C : Article Record Types will be created as part of the import.

D : Multiple Article Record Types can be imported in the same CSV.

Answer: A,D

Question 4

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.How should a Consultant accomplish this?

Options :

A : Standard Email-to-Case with assignment rules

B : Lightning Email with web routing prioritization

C : Omni-Channel with prioritized queues

D : Standard Web-to-Case with assignment rules

Answer: A

Question 5

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

Options :

A : CTI Adapter configuration

B : Lightning Console enablement

C : Call Center Definition File creation

D : Service Console case creation configuration

Answer: A,C