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Question 65 - Certified Administrator discussion

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The support manager at Cloud Kicks wants to respond to customers as quickly as possible. They have requested that the response include the top five troubleshooting tips that could help solve the customer's issue.

What should the administrator suggest to meet these requirement?

A.
Auto-Response Rules
Answers
A.
Auto-Response Rules
B.
Email Alerts
Answers
B.
Email Alerts
C.
Knowledge Articles
Answers
C.
Knowledge Articles
D.
Assignment Rules
Answers
D.
Assignment Rules
Suggested answer: C

Explanation:

Knowledge articles are documents that provide information or solutions about products, services, or processes in Salesforce. You can use knowledge articles to respond to customers quickly and consistently with accurate information. You can create different types of articles with different templates and fields, such as FAQ articles, troubleshooting articles, how-to articles, etc. To meet the requirement of responding to customers with the top five troubleshooting tips that could help solve their issue, you need to create knowledge articles with those tips and attach them to your email responses or case comments.

Reference: https://help.salesforce.com/s/articleView?id=sf.knowledge_article_types.htm&type=5

asked 23/09/2024
Oliver Buss
29 questions
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