Question: 1
A team is assigned to standardize processes across internal teams for Salesforce Knowledge. The team finds it difficult to effectively group the articles due to the slightly different verbiage used by each of the Support teams, which makes searching and search results inconsistent.
Which two customizations should an administrator use to allow for a better experience when searching?
Choose 2 answers
Question: 2
After a recent release, users report that the look and feel of the app they use is different. Fields are appearing in a different place on the page, related lists are missing, and tabs are rearranged.
How should an administrator troubleshoot this?
Question: 3
Universal Containers' Support team is growing globally, and the manager has inquired about implementing Omni-Channel. The team supports multiple products that require complex expertise across multiple languages.
Which routing option should the administrator recommend to ensure the right cases get to the correct agents for resolution?
Question: 4
An administrator at AW Computing needs to limit access to Salesforce. Users should only be able to read on objects, but they should not be able to interact with the database in any way.
Which two options could the administrator use to accomplish this?
Choose 2 answers
Question: 5
Cloud Kicks call center agents have given their manager feedback that It takes too long to find relevant articles to answer questions on customer cases. The call center manager has asked the administrator to improve suggestions displayed to agents in the Knowledge component on Cases.
Which setting should the administrator use to meet the requirement?
