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Question 90 - Certified Contact Center discussion

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Your case management design includes knowledge base article recommendations within cases. Which Salesforce feature facilitates this?

A.
Web-to-Case forms embedded within Knowledge Base articles for easy case creation if the article doesn't resolve the issue.
Answers
A.
Web-to-Case forms embedded within Knowledge Base articles for easy case creation if the article doesn't resolve the issue.
B.
Case Escalation Rules automatically triggering article recommendations when specific criteria are met within a case.
Answers
B.
Case Escalation Rules automatically triggering article recommendations when specific criteria are met within a case.
C.
All of the above, offering options for integrating knowledge base recommendations and enhancing self-service within case management.
Answers
C.
All of the above, offering options for integrating knowledge base recommendations and enhancing self-service within case management.
Suggested answer: C

Explanation:

Salesforce Knowledge can be integrated directly into the case management process, enabling automated article recommendations based on the details of the case. Both options listed in the choices support this capability: A. Web-to-Case forms can be enhanced by embedding within Knowledge Base articles, helping users to create cases directly if articles do not resolve their issues, thus enhancing the self-service aspect and linking case creation with relevant knowledge directly. B. Case Escalation Rules can be configured to automatically trigger knowledge base article recommendations when specific criteria within a case are met. This ensures that users and support agents have the most relevant information at hand, potentially reducing resolution times and increasing customer satisfaction.

For more details, you can review the Salesforce documentation on integrating Knowledge with case management here: https://help.salesforce.com/

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asked 23/09/2024
Tina Christiansen
31 questions
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