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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Gary

16 days 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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