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How can a Consultant migrate the file attachments?
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?A . Upload the files as Documents, then relate them to the migrated Articles. B. Use...
Which reporting solution should a consultant recommend?
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should a consultant...
Which solution will meet these requirements?
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: • Agents need to collaborate with other teams. • The product development team needs to be alerted on high-priority cases for specific products. Which solution will meet these requirements?A . Use Process...
Which solution should a Consultant recommend to meet this requirement?
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites. Which solution should a Consultant recommend to meet this requirement?A . Implement Field Service Lightning. B. Integrate with an enterprise resource planning system. C. Develop and publish a knowledge management system...
Which approach should a consultant implement?
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days. Which approach should a consultant implement?A . Define case auto-response rules. B. Estabalish case assignment rules. C. Use Flow Builder to create a flow with scheduled path. D. Configure case...
Which two reports should the contact center manager present to executive management?
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answersA . Number of...
What should be configured to meet this requirement?
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?A . Entitlement processes, milestones, milestone actions, and entitlements B. Entitlement processes, contracts, contract line Items, and entitlements C. Entitlement processes, contract line items, milestones, and entitlements...
What required step Should a consultant address before configuring Omni Channel?
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?A . Customize service channel settings to define how the organization receives work from various B. Create a Salesforce Case to have Omni-Channel enabled. C. Create the...
Which two things will happened?
A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happened?A . The Customer is shown the new Rep's name B. Both Service Reps can chat with the customer C. The chat transcripts and case are transferred D. The Customer doesn't know they were transferredView...
Which search mechanism should be used to find case comments from within the lightning service console?
Which search mechanism should be used to find case comments from within the lightning service console?A . Search utility component B. Comment search component C. Comments list view D. Global searchView AnswerAnswer: A
