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Question 16

Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

Options:

Create multiple CSV files, one for each article type

Create HTML files referencing image to be uploaded

Match each new article to an existing article type

Create a single CSV file, including all article types

Load all articles with the Apex data loader tool

Question 17

UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

Options:

Use workflow rules to send an email to the customer

Use escalation rules to assign the case to a case queue

Use auto-response rules to send an email to the customer

Use assignment rules toassign the case to a case queue

Question 18

Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers