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NEW QUESTION 45
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Method for social media management
- B. Process for creating and maintaining knowledge
- C. Share knowledge with the business partners
- D. Standard for managing customer support and delivery
Answer: B,C
NEW QUESTION 46
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- B. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- C. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
- D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
Answer: D
NEW QUESTION 47
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
- A. Enable the case survey object for the customer portal
- B. Utilize an AppExchange package to handle customer surveys
- C. Create a validation rule for case survey email templates
- D. Modify the user interface settings for the case survey sidebar
Answer: B
NEW QUESTION 48
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?
- A. Develop data map
- B. Normalize database
- C. Perform data cleaning
- D. Enable data validation rules
Answer: A,C
NEW QUESTION 49
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