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Which step is necessary to make articles visible in all the selected channels?
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?A . Click Publish after the Approval Process.B ....
Which type of report should the consultant include to meet the requirement?
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives. The dashboard needs to provide insights that will assist in strategic decision-making. Which type of report should the consultant include to meet the requirement?A . Snapshot reporting that shows trends in the number of cases handled...
What is the recommended method to meet the requirement?
Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on its product. What is the recommended method to meet the requirement?A . Topics...
What should a consultant recommend as a solution?
Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency. A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses. What should a...
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?
Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly. What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?A . Open the relevant record being routed.B ....
How should the administrator ensure support reps only have access to quick texts for their specific product line?
Support is divided by product line at Universal Containers. 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 implement quick texts. Quick texts are unique to...
What should the consultant recommend to prevent duplicate records from being created?
Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered. What should the consultant recommend to prevent duplicate records from being created?A . Configure and activate Duplicate Management.B . Grant "View All Data"...
What is the recommended feature to meet the requirement?
Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future chat sessions. What is the recommended feature to meet the requirement?A . Create sensitive data rules.B . Enable Assistance Flag...
Which feature should a consultant recommend to meet these requirements?
Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case. Which feature should a consultant recommend to...
Which feature should a consultant recommend to address this requirement?
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly. Which feature should a consultant recommend to address this...
