QUESTION: 33

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search.
Which solution should a consultant recommend to meet this requirement?

Create separate data category groups for each division and assign the category to a division profile.
Create a sharing rule for each division to provide access using the role hierarchy.
Create a sharing rule for each division to provide access based on criteria of the article.
Create a single data category group for each division and provide access using the role hierarchy.

Answer(s): D

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QUESTION: 34

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers

Simplify the interactive voice response (IVR) tree.
Set up Email-to-Case.
Use Assignment rules and case queues.
Add additional agents to lower average hold time.

Answer(s): A,D

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QUESTION: 35

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?

Select Flag as new version' checkbox when publishing.
Use Smart Link to Article to select the prior version.
Enable Knowledge User for Service Agents.
Use the Clone option to create a new article.

Answer(s): B

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QUESTION: 36

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?

Account tabs and Cases tab
Case tabs with Account subtabs
Account tab with Cases related list
Account tabs with Case Subtabs

Answer(s): C

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