1. Your company is using Classic Knowledge to handle its internal KB, but you have been asked to migrate to Lightning Knowledge. How can you achieve this?
   1. Turn on Lightning Knowledge and migrate all the articles manually
   2. Delete Classic articles and reimport them in Lightning Knowledge format with a Data Loader.
   3. Use the Lightning Knowledge Migration Tool.
2. How can you differentiate between an article's type in Lightning Knowledge?
   1. Use Knowledge object record types.
   2. Use article object record types.
   3. Use article type configuration.
3. What are Knowledge data categories used for?
   1. To call the Lightning Knowledge record types
   2. To categorize roles and profiles for article publication
   3. To categorize articles and allow access to selected roles/profiles or a subset of articles

4. What happens if a queue-based Omni-Channel has been configured where an agent has a capacity of 10, but they are the only agent online and are handling 2 cases that have been configured as work items where the size is 4?
   1. They will be notified about any incoming cases by the Omni-Channel component.
   2. They won't be able to accept the new case until one of their cases is closed or another agent with a capacity greater than 10 comes online.
   3. They won't be able to accept the new case until one of their cases is closed or another agent with a capacity greater than or equal to 4 comes online.
   4. They will be notified by the Omni-Channel component of an incoming case but they won't be able to accept it.
5. What is external routing?
   1. A Live Agent feature that's used to transfer a chat to another agent
   2. An Omni-Channel feature that's used to route work items to agents using an external system
   3. A mechanism for sharing work items across an organization
6. Can a chat be configured so that it can be used alongside an Omni-Channel?
   1. No, the chat is a standalone feature.
   2. Yes, but the chat work item's capacity is set to 2.
   3. Yes, and you can set up a chat capacity for your agents.
7. Where can a chat be embedded?
   1. On a Salesforce Community
   2. On an external portal
   3. Only on a Salesforce site
8. Your products are covered by 2-year on-site support. How can you configure this feature?
   1. Enable entitlements, create a new entitlement template, and add it to the selected product.
   2. Enable entitlements, create a new milestone template, and add it to the selected product.
   3. Enable milestones, create a new entitlement template, and add it to the selected product.

9. What is a milestone?
   1. A time trigger that starts a workflow action when a case hasn't been closed within a certain amount of time
   2. Another way to call an entitlement process, which involves steps
   3. A step that the support team needs to complete in order to close a case
10. What happens when a milestone is not completed?
    1. The case is automatically closed.
    2. The case is automatically escalated.
    3. Depending on the entitlement process configuration, different workflow actions may be triggered when the milestone is not completed.