A manager would like information on the knowledge base searches conducted by customers and call center agents.Which two metrics are useful for identifying knowledge article effectiveness? (Choose two.)
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.What should the consultant recommend to gather information on Knowledge article usefulness?
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.What is the recommended method to meet the requirements?
Cloud Kicks (CK) is a global company with 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 their location and product.What is the recommended method to meet the requirement?
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to call capability.Which three configurations are needed for the softphone to work in Salesforce? (Choose three.)
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production? (Choose two.)
