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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?

Show Suggested Answer Hide 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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Laurene
1 months ago
Looks like the users need to put on their magical Knowledge-creating hats before they can do anything. Option C is the way to go!
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Kenia
1 months ago
I'm leaning towards option B. Enabling the Read/Write/Create permissions for Knowledge articles should do the trick.
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Louann
4 days ago
Option B sounds like the best solution. Enabling those permissions should solve the issue.
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Karan
2 months ago
Haha, option A is just a cop-out. Of course, they can't create articles from the case - they need the right permissions!
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Buddy
12 days ago
Fidelia: Option A is definitely not the solution. Users need the proper permissions to create articles.
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Fidelia
13 days ago
User 2: Exactly, enabling Read/Write/Create permissions for Knowledge articles will solve the issue.
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Tammi
1 months ago
User 1: Option B is the way to go. They need to have the right permissions to create articles.
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Jackie
2 months ago
I'm not sure, but option C seems like the best solution to me. The users need the proper permissions to create Knowledge articles.
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Yaeko
4 days ago
Great, let's go ahead and add that permission to the user's profile to resolve the issue.
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Avery
7 days ago
That makes sense. It's important to give users the necessary permissions to do their job effectively.
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Lanie
9 days ago
I agree, adding the Manage Salesforce Knowledge permission to their profile should solve the issue.
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Bette
18 days ago
Option C is definitely the way to go. Users need that permission to create Knowledge articles.
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Brittani
2 months ago
Hmm, I think option B is the way to go. Enabling the right permissions should fix this issue.
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Vallie
1 months ago
I agree, giving users the ability to read, write, and create articles is key in Lightning Experience.
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Goldie
2 months ago
Option B is definitely the best choice. Enabling the permissions will solve the problem.
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Dorsey
2 months 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
2 months ago
I agree with Edgar. It makes sense to give users the necessary permissions to create articles.
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Edgar
2 months ago
I think the consultant should enable Read/Write/Create permissions for Knowledge articles.
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