Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.How should a consultant accomplish this?
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.What is the recommended method to meet the requirements?
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.What is the recommended case deflection solution?
Universal Containers would like for article links to be shareable to different channels for social interactions.Which solution should a consultant recommend?
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.Which three statements should be considered? (Choose three.)
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production.How should a consultant correct this problem?
