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NEW QUESTION 30
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?
- A. Create a permission set for each record type ;assignpermisisons to service agents
- B. create a data category for each product assign data categories to service agents.
- C. Create a page layout for each record type ;assign layouts to servce agents
- D. Crreate an article action for each record type;assign record types to service agents
Answer: B
NEW QUESTION 31
UC’s support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. Customer Chatter groups
- B. On-Demand Email-to-Case
- C. Web-to-Case
- D. Email-to-Case
Answer: D
NEW QUESTION 32
How is the hash mark (e.g., #salesforce) used in chatter?
- A. Indicates the name of a group in which to place the Chatter message
- B. Indicates a clickable URL hyperlink
- C. Ties the Chatter message to a topic
- D. Links the Chatter message to Twitter
Answer: C
NEW QUESTION 33
The Universal Containers’ customer support organization has implemented Knowledge Centered Support
(KCS) in its call center. However, the call center management thinks that agents are not contributing new
knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
- A. Measure and reward agents based on the number of new articles submitted for approval.
- B. Measure and reward agents based on the number of new articles approved for publication.
- C. Require agents to check a box on the case when submitting a new suggested article.
- D. Create a dashboard that includes articles submitted by agents and approved for publication.
Answer: A,D
NEW QUESTION 34
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following
month. How would the administrator ensure the article is available on the first of the month?
- A. Create a workflow rule to update the article status to Published on the article start date.
- B. Set the article publish date to automatically display the article on the start datE.
- C. Create a task related to the article with a reminder set for the article start date.
- D. Send an email reminder to update the article status to Published on the start date.
Answer: B
NEW QUESTION 35
……
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