Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

UC wants to implement a Knowledge management process with the following requirements: It must contain
four different kinds of content: customer FAQs, product specifications, contact center procedures, and product
manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products,
or all 56 products. Any product-related content created by contact center agents must be approved by the
contact center manager and the Knowledge manager before being published. Product content should only be
visible internally to contact center agents who handle the product. How should a consultant recommend that
Knowledge be configured?
Choose 3 answers.

What is a recommended way to migrate data from an external system while ensuring that the data adheres to
data quality rules established for the Salesforce org?

A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the
same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B
and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater
consistency in average time spent by agents across the team? Choose 3 answers:

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers