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The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer. What should a consultant configure to send the article to the customer?
A. Set up the Case Deflection component to share Knowledge articles.
B. Create a Macro to send an email with Knowledge articles.
C. Create an auto-response rule that links to Knowledge articles.
Explanation:
To streamline the process of sending Knowledge articles to customers, configuring a Macro
is an efficient solution. Macros automate repetitive tasks, such as selecting an article and attaching it to an email to the customer, thereby speeding up the agent's workflow and enhancing the customer support experience.
A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge. Which set of factors should be considered when selecting the articles to migrate?
A. Last modified date and terms searched frequently in the last year
B. Last modified date and total number of article views in the last year
C. Original creation date and total number of article views in the last year
Explanation:
When migrating an external knowledge base into Salesforce Knowledge, considering the last modified date and total number of article views in the last year is essential. These factors help identify the most relevant and frequently used content, ensuring that the migrated knowledge base is up-to-date and meets the users' needs. The last modified date indicates the currency of the information, suggesting that the content is still relevant and maintained. The total number of views serves as an indicator of the article's usefulness and popularity among users. Focusing on these factors during the migration process ensures that the most valuable and current content is prioritized, enhancing the effectiveness of the Salesforce Knowledge base.
Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created. What is the recommended option to prevent the creation of spam cases?
A. Web-to-Case with Einstein Case Classification
B. Web-to-Case with reCAPTCHA enabled
C. On-Demand Email-to-Case Threading
Universal Containers (UC) has regional contact centers around the world. UC has Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution. Which strategy should a consultant recommend?
A. Create a dashboard using Reporting Snapshots.
B. Create a dashboard for each support manager.
C. Create a Dynamic Dashboard.
To help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.
A. Add the knowledge related list to the case record page
B. Add the knowledge tab to the service console
C. Add knowledge component to case record page
D. Add knowledge data categories to each case
Explanation:
Adding knowledge component to case record page is a solution that can enable Universal Containers to display a list of relevant knowledge articles on case record page. Knowledge component is a Lightning component that allows agents to search, view, and attach articles to cases from the case record page. Knowledge component also shows suggested articles based on the case information and the agent’s profile.
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