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Salesforce Exam Service Cloud Consultant Topic 6 Question 113 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam
Question #: 113
Topic #: 6
[All Service Cloud Consultant Questions]

Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.

A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.

What should a consultant recommend as a solution?

Show Suggested Answer Hide Answer
Suggested Answer: B

To improve agent efficiency in finding and using articles, configuring the Lightning Knowledge component and related list actions is advisable. This setup allows agents to easily search for, preview, and insert links to relevant Knowledge articles directly into their responses without leaving their workspace. This streamlined approach reduces the time spent on manual copying and pasting, enhancing productivity and ensuring consistent use of approved content.


by Nichelle at May 03, 2025, 05:20 AM

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Micah
18 hours ago
B) is the clear winner here. Agents need quick access to knowledge, not extra steps of copying and pasting.
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Maryann
9 days ago
Haha, option C is like the lazy agent's dream - just auto-attach the PDF and let the customer figure it out!
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Mitsue
21 hours ago
Option C does seem like a time-saver, but it might not provide the best customer experience.
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William
14 days ago
I think option C could also be a good solution, automating the process.
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France
18 days ago
I agree with Sanjuana, option B is the way to go. Saving time by automating article inclusion is key to improving agent efficiency.
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Alyce
3 days ago
Option B is definitely the best choice. Automating article inclusion will save so much time for the agents.
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Horace
5 days ago
Option A: Implement a new training program for agents to improve their search skills.
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Meaghan
1 months ago
I agree with Latricia, option B will save a lot of time.
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Sanjuana
1 months ago
B) Configure Lightning Knowledge component and related list actions. That's the most efficient way to include relevant articles in the response.
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Lonna
8 days ago
A) Set up quick text options in the utility bar to add article links.
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Latricia
1 months ago
I disagree, option B seems more efficient.
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Gayla
2 months ago
I think we should go with option A.
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