Salesforce Exam Service Cloud Consultant Topic 5 Question 86 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 86
Topic #: 5

[All Service Cloud Consultant Questions]

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.

What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?

AFlow with notifications

BReports and dashboards

CApproval process

Show Suggested Answer

Suggested Answer: C

To maintain article quality while increasing the number of Knowledge articles, implementing an approval process for article creation is recommended. This process allows for the vetting of articles by subject matter experts or managers before publication, ensuring that only high-quality content is made available in the knowledge base.

by Golda at Apr 13, 2024, 12:14 AM

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Elli

6 months ago

Hey CK, if you need help vetting those articles, I know a guy who can 'kick' that process into high gear.

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Gary

5 months ago

C) Approval process

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Caprice

5 months ago

B) Reports and dashboards

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Bobbye

6 months ago

A) Flow with notifications

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Vannessa

6 months ago

I think reports and dashboards could also be useful in monitoring article quality and performance.

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Jolanda

6 months ago

How about an 'auto-reject' button for any articles written in Comic Sans? Just sayin'.

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Theodora

6 months ago

Option C all the way! Ain't no one got time for sifting through a bunch of low-quality articles. Approval process for the win!

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Noelia

5 months ago

I agree, an approval process will save us a lot of time and effort in the long run.

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Pete

6 months ago

Approval process is definitely the way to go. It will help filter out those low-quality articles.

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Paola

6 months ago

I think having a vetting workflow in place is crucial for maintaining article quality.

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Kindra

6 months ago

I agree, an approval process will save us a lot of time and effort in the long run.

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Rolland

6 months ago

Yeah, it would save a lot of time and effort for everyone involved.

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Chaya

6 months ago

Approval process is definitely the way to go. It will help filter out those low-quality articles.

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Lucy

6 months ago

I agree, an approval process would definitely help filter out the low-quality articles.

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Eun

7 months ago

Notifications and dashboards are good, but they're reactive. An approval process puts quality first from the start. Smart move, CK!

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Naomi

7 months ago

I agree, the approval process is key. It's better to have a smaller number of high-quality articles than a bunch of junk. Gotta keep those standards high!

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Mary

6 months ago

I agree, the approval process is key. It's better to have a smaller number of high-quality articles than a bunch of junk. Gotta keep those standards high!

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Kanisha

6 months ago

C) Approval process

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Reta

6 months ago

B) Reports and dashboards

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Buffy

6 months ago

A) Flow with notifications

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Lavonda

7 months ago

I see your point, User 3. Flow with notifications could definitely help with keeping everyone informed.

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Callie

7 months ago

Option C looks like the way to go. An approval process would ensure quality control and prevent low-quality articles from cluttering the knowledge base.

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Ronny

6 months ago

Option C looks like the way to go. An approval process would ensure quality control and prevent low-quality articles from cluttering the knowledge base.

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Shanda

6 months ago

C) Approval process

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Wade

6 months ago

B) Reports and dashboards

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Catina

7 months ago

A) Flow with notifications

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Nell

7 months ago

But wouldn't a flow with notifications also be helpful in keeping track of article creation?

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Dallas

7 months ago

I agree, having an approval process will help maintain article quality.

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Frederic

7 months ago

I think we should recommend an approval process to vet the articles.

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Evangelina

8 months ago

That's an interesting idea. The flow with notifications could be a good middle ground, giving agents a sense of ownership while still having a quality check in place.

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Daren

8 months ago

What about the 'Flow with notifications' option? That could be a good compromise, where agents can create articles, but they get flagged for review before going live.

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Caprice

8 months ago

Yeah, the approval process is probably the best approach. It might be a bit more time-consuming, but it's worth it to ensure the knowledge base stays relevant and helpful.

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Janine

8 months ago

I'm leaning towards the 'Approval process' option. Having a dedicated team review and approve articles before they're published seems like the most effective way to maintain quality standards.

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Ma

8 months ago

I agree. Allowing all service agents to create articles could be a great way to expand the knowledge base, but without a proper vetting process, we could end up with a lot of low-quality content that confuses customers.

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Mertie

6 months ago

A) Flow with notifications

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Van

6 months ago

C) Approval process

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Tresa

8 months ago

This is a good question that tests our understanding of knowledge management and quality control. I think the key here is to find a balance between allowing agents to contribute content and ensuring the overall quality of the knowledge base.

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