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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Carey

15 days ago

Hmm, I'm not sure a trigger is the way to go here. Seems like it could get a bit messy, especially if the article needs specific details from the case. The macro might work, but the Quick Action seems like the cleanest solution.

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Maynard

20 days ago

I think creating a Quick Action to map case fields to a new article is the best option, it allows for customization and control.

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Floyd

20 days ago

Ooh, creating a new article from a case sounds like a great way to capture all that valuable information! I'd go with the Quick Action option - seems like the easiest way to map those case fields over.

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Juan

1 days ago

User1: I agree, using a Quick Action sounds like the best option.

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Emile

23 days ago

I disagree, I believe using a trigger to automatically create a new article would be more efficient.

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Juliann

24 days ago

I think the recommended method is to develop a globally-shared macro to create a new article.

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