Question 1

As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

Options :

A : Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.

B : Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.

C : Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.

D : Prepare a single .csv file that can be used to migrate all article types at once and include with a. properties file in a.zip for import

Answer: B

Question 2

Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.

Options :

A : Experience Cloud Create Case Form

B : Web-to-Case

C : Contact Request Flow

D : On-Demand Email-to-Case

Answer: D

Question 3

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.

Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

Options :

A : Create a case assignment rule to ensure cases are owned by a user when closed.

B : Use a data tool to update the owner field on closed cases.

C : Create a Process Builder and Flow to change the owner on closed cases.

D : Create a case validation rule to ensure cases are owned by a user when closed.

Answer: A,B

Question 4

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf. What should a consultant recommend to meet the requirement?

Options :

A : A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

B : An organization-wide default of Public Read/Write on the Case object

C : A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

Answer: C

Question 5

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.

How should a consultant correct this problem

Options :

A : Grant Authors access to the FAQ article type.

B : Set article Org Wide Default to Public ReadWrite.

C : Add Authors to the FaQ Data Category.

D : Grant Authors access to the FaQ record type

Answer: D

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