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Question 146 - Certified Administrator discussion

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Support agent at Cloud Kicks are spending too much time finding resources to solve cases.

The agents need a more efficient way to find documentation and similar cases from the Case page layout.

How should an administrator meet this requirement?

A.
Create a custom object to capture popular case resolutions.
Answers
A.
Create a custom object to capture popular case resolutions.
B.
Use an interview flow to capture Case details.
Answers
B.
Use an interview flow to capture Case details.
C.
Direct users to Global Search to look for similar cases.
Answers
C.
Direct users to Global Search to look for similar cases.
D.
Configure Knowledge with articles and data categories.
Answers
D.
Configure Knowledge with articles and data categories.
Suggested answer: D

Explanation:

Knowledge is a feature that can be used to meet this requirement. Knowledge allows users to create, manage, and share articles that provide information and solutions for common issues or questions. Data categories can be used to organize articles into different topics and make them easier to find and access. Users can view related articles from the Case page layout based on the data category of the case.

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

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asked 23/09/2024
Mathieu Alingum Nubee
39 questions
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