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Updated: Jul 04, 2026
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1. To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended tomeet this objective?
A) Assign article managers to publication teams and specific publication states to each team.
B) Assign article managers to public groups and specific article actions to each group.
C) Assign article managers to public groups and specificpublication states to each group.
D) Assign article managers to publication teams and specific article actions to each team.
2. 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
A) Macros
B) Field Service
C) Public Knowledge
D) ChatterQuestions
E) Communities
3. What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
A) Number of articles attached to a case
B) Number of solutions created by agent
C) Number of articles created by agent
D) Numberof cases escalated by agent
4. Universal Containers wants to provide its resellers a secure portal where they canmanage their customer accounts, submit and trackthe status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
A) Customer Community
B) Reseller Community
C) Employee Community
D) Partner Community
5. A contact center manager is looking for ways tooverall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
A) Average customer satisfaction score by case
B) Average number of activities per case
C) Total number of cases by origin
D) Average number of articles attached to a case
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C,D,E | Question # 3 Answer: A,C | Question # 4 Answer: D | Question # 5 Answer: B,D |
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