Salesforce Exam Service-Cloud-Consultant Topic 5 Question 86 Discussion

Actual exam question for Salesforce's Salesforce Certified Service Cloud Consultant exam

Question #: 86
Topic #: 5

[All Salesforce Certified Service Cloud Consultant Questions]

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.

What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?

AFlow with notifications

BReports and dashboards

CApproval process

Show Suggested Answer

Suggested Answer: C

To maintain article quality while increasing the number of Knowledge articles, implementing an approval process for article creation is recommended. This process allows for the vetting of articles by subject matter experts or managers before publication, ensuring that only high-quality content is made available in the knowledge base.

by Golda at Apr 13, 2024, 12:14 AM

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Evangelina

10 days ago

That's an interesting idea. The flow with notifications could be a good middle ground, giving agents a sense of ownership while still having a quality check in place.

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Daren

12 days ago

What about the 'Flow with notifications' option? That could be a good compromise, where agents can create articles, but they get flagged for review before going live.

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Caprice

13 days ago

Yeah, the approval process is probably the best approach. It might be a bit more time-consuming, but it's worth it to ensure the knowledge base stays relevant and helpful.

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Janine

14 days ago

I'm leaning towards the 'Approval process' option. Having a dedicated team review and approve articles before they're published seems like the most effective way to maintain quality standards.

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Ma

16 days ago

I agree. Allowing all service agents to create articles could be a great way to expand the knowledge base, but without a proper vetting process, we could end up with a lot of low-quality content that confuses customers.

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Tresa

18 days ago

This is a good question that tests our understanding of knowledge management and quality control. I think the key here is to find a balance between allowing agents to contribute content and ensuring the overall quality of the knowledge base.

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