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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?

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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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Brittani
6 days ago
Hmm, I think option B is the way to go. Enabling the right permissions should fix this issue.
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Dorsey
8 days ago
I think option C is also a good solution. Adding the Manage Salesforce Knowledge permission could help resolve the issue.
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Dominque
11 days ago
I agree with Edgar. It makes sense to give users the necessary permissions to create articles.
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Edgar
14 days ago
I think the consultant should enable Read/Write/Create permissions for Knowledge articles.
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