Question: 1
The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
A Create, approve, publish, consume, feedback
B Create, feedback, publish, approve, consume
C Create, publish, feedback, approve, consume
D Create, consume, feedback, approve, publish
Answer : A
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Question: 2
What are two design considerations for a Live Agent implementation? Choose 2 answers
Question: 3
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
Question: 4
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
Question: 5
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
