Salesforce Exam Service Cloud Consultant Topic 8 Question 85 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 85
Topic #: 8

[All Service Cloud Consultant Questions]

Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of

the article file attachments were migrated.

How can a consultant migrate the file attachments?

AUse the Files Related List on each article to add files to the articles.

BUse the Lightning Knowledge Migration Tool and choose 'include files'.

CUpload the files as Documents, then relate them to the migrated articles.

Show Suggested Answer

Suggested Answer: C

To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency.

by Raylene at Mar 17, 2024, 07:15 PM

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Lenna

1 months ago

I'd hack the migration tool to automatically upload all the files as GIFs of my face. That's how I roll.

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Graciela

1 months ago

Option B all the way! I bet the developer who designed this migration tool had a good laugh when they included that 'include files' option. Talk about making our lives easier!

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Zana

6 days ago

Option B is definitely the way to go. It's a lifesaver!

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Lucy

1 months ago

Hmm, Option A sounds like a lot of manual work. Who wants to add files to hundreds or thousands of articles one by one? Not me!

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Jill

10 days ago

A) Use the Files Related List on each article to add files to the articles.

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Gerardo

2 months ago

I'd go with Option C. Uploading the files as Documents and then relating them to the articles seems like a more robust approach. Doesn't rely on the migration tool working perfectly.

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Devorah

16 days ago

Using the Files Related List on each article could work too, but Option C seems more reliable.

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Fernanda

28 days ago

I agree, it's always good to have a backup plan. Plus, relating them to the articles is straightforward.

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Leonie

1 months ago

Option C sounds like a good plan. Uploading the files as Documents gives more control.

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Gary

2 months ago

Option B seems like the obvious choice here. Why would we even need to manually add files to each article when the migration tool has an option to include them?

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