Salesforce Exam Service Cloud Consultant Topic 8 Question 98 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 98
Topic #: 8

[All Service Cloud Consultant Questions]

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK

wants an easy way for service agents to create new articles when closing a case. The new article

should include appropriate details from the case to make it useful for others.

What is the recommended method to meet the requirements?

ADevelop a globally-shared macro to create a new article.

BUse a trigger to automatically create a new article.

CCreate a Quick Action to map case fields to a new article

Show Suggested Answer

Suggested Answer: B

To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality customer service.

by Brett at Sep 11, 2024, 01:20 AM

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