Question 1

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.

How should a consultant configure this requirement?

Options :

A : Add the Knowledge related list to the Case record page.

B : Add the Knowledge tab to the Service Console.

C : Add Knowledge Data Categories to each Case.

D : Add the Knowledge Component to the Case record page.

Answer: D

Question 2

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

Question 3

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

Options :

A : Enable article customization for open cases.

B : Enable agents to create their own personal articles.

C : Enable suggested articles on new cases.

D : Enable article submission during case close.

E : Create an email template to send articles as PDF attachments.

Answer: A,C,D

Question 4

Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated

Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the

lack of quality checking? Choose

2 answers

Options :

A : Restrict the Manage Articles user permission

B : Set up an intuitive Data Category hierarchy

C : Enable and configure wildcards for article searches

D : Require that an article be added when closing a case

Answer: C,D

Question 5

Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.

What configuration should a consultant recommend?

Options :

A : Keep all open in tabs.

B : Use a second Console session.

C : Define a custom List View.

D : Add History to the Utility bar.

Answer: D

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