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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Devorah

1 months ago

Wait, did someone say 'globally-shared macro'? That's a recipe for trouble if I Devorahr heard one. Nah, I'm with the rest of the gang - the Quick Action is the way to go. Streamlined and efficient, just how I like my cloud solutions.

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Alesia

10 days ago

I agree, using a Quick Action will make it easier for service agents to create new articles.

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Lettie

11 days ago

Quick Action is definitely the way to go. It's efficient and easy to use.

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Sonia

1 months ago

I'm feeling the Quick Action here. Lets the agents focus on the case and automatically creates that article. Beats having to remember to do it manually or setting up some complex trigger. Smooth and easy, that's what I like!

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Denise

1 months ago

Ha! I bet the agents are just itching to write those articles. Gotta love when technology can do the work for you. The Quick Action sounds like the way to go - keep it simple, you know?

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Sharen

6 days ago

C) Create a Quick Action to map case fields to a new article

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Sabine

13 days ago

User 3: Definitely, keeping it simple is key.

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Dortha

13 days ago

B) Use a trigger to automatically create a new article.

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Laurel

15 days ago

User 2: Quick Action does sound like the best option.

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Taryn

16 days ago

User 1: Yeah, technology sure makes things easier.

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Ressie

23 days ago

A) Develop a globally-shared macro to create a new article.

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Carey

2 months 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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Youlanda

26 days ago

User 2: Quick Action sounds like the best option for this scenario.

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Darci

2 months ago

User 1: I agree, a trigger might be too complicated.

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Maynard

2 months 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

2 months 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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