Salesforce Exam Service Cloud Consultant Topic 3 Question 108 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 108
Topic #: 3

[All Service Cloud Consultant Questions]

After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.

How should the consultant resolve this issue?

AInform users that the only way to create articles is from the Knowledge component.

BEnable Read/Write/Create permissions for Knowledge articles.

CAdd the Manage Salesforce Knowledge permission to the user's profile.

Show Suggested Answer

Suggested Answer: B

For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.

by Troy at Jan 28, 2025, 07:47 PM

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23 days ago

I think the consultant should enable Read/Write/Create permissions for Knowledge articles.

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