Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning
Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How
can a Consultant migrate the file attachments?
A. Upload the files as Documents, then relate them to the migrated Articles.
B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
C. Use the Files Related List on each article to add files to your articles.
D. Post the Files to the Chatter Feed on each Article.
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
Universal Containers has an upcoming maintenance window where read-only access will be
available. Which two actions will Universal Containers be able to perform during this window?
Choose 2 answers
Universal Containers' customer service technicians need to access the following information while at
a customer site to complete the service call:
Customer order history
Level of contracted
List of replaceable parts Which system can Salesforce integrate with to retrieve this
information and make it available to technicians in the field?
Universal containers would like to implement a solution to hold service reps accountable to customer
service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2
Questions & Answers PDF
Universal Containers has Technical Support and general Customer Service teams that use unique
Service Console applications. Which two configurations should a Consultant use when deploying the
console? Choose 2 answers
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2
Which three features should a Consultant recommend to allow a customer to resolve issues through
self-service? Choose 3 answers
A, D, E
Universal Containers has millions of customers in Salesforce, but only a very small percentage have
opened support cases in the past. Recently, Universal Containers has implemented a Customer
Community and plans to allow customers to be authenticated users to increase self- service rates.
Which two methods should be used to enable the customers on the Community? Choose 2 answers
A. Have agents manually create Users when Community access is requested by Customers.
B. Have agents provide Customers with Community registration instructions when working a case.
C. Identify active Customers and send them registration instructions via email.
D. Send email notifications to all Customers to join the Community.
Questions & Answers PDF
Which two areas can an Administrator make Open CTI features available to users when building a
Lighting App using the App Manager? Choose 2 answers