Certification Preparation for Service Cloud Consultant: CRT-261

The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. Which two should the company do to address this situation? Choose 2 answers

A. Measure and reward agents based on the number of new articles submitted for approval.

B. Measure and reward agents based on the number of new articles approved for publication.

C. Create a dashboard that includes articles submitted by agents and approved for publication.

D. Require agents to check a box on the case when submitting a new suggested article.

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

A. Process Builder

B. Lightning Knowledge

C. Macros

D. Visual Workflow

Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?

A. Activate Knowledge One within the Salesforce Console for Service.

B. Create a Knowledge Visualforce component on the case detail page.

C. Activate Knowledge One on the case detail page.

D. Create a Knowledge Visualforce component within the Salesforce Console for Service.