Question 1

A company is planning for the migration of an existing external knowledge base intoSalesforce Knowledge.Which set of factors should be considered when selecting the articles to migrate?

Options :

A : Original creation date and total number of article views in the last year

B : Last modified date and terms searched frequently in the last year

C : Last modified date and total number of article view in the last year

Answer: C

Question 2

Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next. What should a consultant recommend that CK do next?

Options :

A : Allow agents to create and publish articles independently.

B : Use the Search Activity Gaps dashboard component.

C : Detach articles from cases to reset statistics.

Answer: B

Question 3

A manager would like information on which Knowledge articles are used most often by call center agents.Which report should a consultant use to identify the Knowledge articles that are used most often?

Options :

A : Knowledge articles with the most revisions

B : Knowledge articles with the highest ratings

C : Number of Knowledge articles attached to Cases

Answer: C

Question 4

Cloud Kicks (CK) provides varying levels of support based on the customer's service contract. For customers with a Gold service contract, CK plans to use milestones. For example, a call comes in at 11:00 AM on Wednesday. The service rep responds at 1:00 PM on Wednesday to complete the first milestone. Then, the service rep must respond by 1:00 PM on Thursday to complete the second milestone. Which milestone recurrence type should the consultant recommend?

Options :

A : Independent Recurrence

B : No Recurrence

C : Sequential Recurrence

Answer: A

Question 5

Which best practice should be used when deploying standard Service Cloud functionality to production?

Options :

A : Ensure that all of the code is covered by unit tests before deploying to production.

B : Plan and communicate the deployment to users of the organization in advance.

C : Ask users to refrain from logging in to production the day of deployment.

Answer: B

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