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Question No 1

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness?

Choose the Choices:

Contact Salesforce to send a report on article efficacy.

Send out a monthly survey to customers requesting feedback.

Install Knowledge Base Dashboards and Reports AppExchange package.

Create a group of super users that will evaluate and manage articles.

Question No 2

The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same - day customer assistance. What should a consultant recommend to address this problem?

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Question No 3

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers

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Question No 4

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

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Question No 5

Which three are characteristics of Visual Workflow? Choose 3 answers

Choose the Choices:

Apex code must be used to update fields in the database.

Elements can be used to pass data to legacy systems.

Apex code must be used to pass data to legacy systems.

Only one version of a flow can be activated at a time.

Elements can be used to update fields in the database.

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