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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?

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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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Carey
13 days 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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Maynard
18 days 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
18 days 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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Emile
21 days ago
I disagree, I believe using a trigger to automatically create a new article would be more efficient.
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Juliann
22 days ago
I think the recommended method is to develop a globally-shared macro to create a new article.
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