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NEW QUESTION 32
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

• A. Set up a zip file that contains the CSV, HTML, and image files.
• B. Create the custom fields for the slide type
• C. Set the publication status of the article tame to draft status
• D. Set up the article actions and assign publishers to each action
• E. Create the data categories and set up the data category values.

Answer: A,D,E

NEW QUESTION 33
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

• A. Case Skills-based Assignment Rules
• B. Omni-channel Queue-based routing
• C. Omni-channel Skills-based routing
• D. Live Agent Queue-based routing

Answer: D

NEW QUESTION 34
Universal Containers wants to create a process to verify that customers are eligible for support before a case is
creates. A consultant recommends using entitlement management to meet this requirement. Which benefit
would be realized by using the entitlement management feature? Choose 2 answers.

• A. Ability to enforce service levels with the time-dependent processes
• B. Ability to determine if a customer has escalated a case in the past
• C. Ability to specify unique service levels for each customer
• D. Ability to prompt callers for the service contract number within IVR menus

Answer: C,D

NEW QUESTION 35
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