QUESTION: 41

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

Add the Knowledge Component to the Service Console.
Add the Knowledge tab to the Console app.
Create email templates with Knowledge Articles attached.
Add the Suggested Article widget to the Case page layout.

Answer(s): A

QUESTION: 42

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?

Service Console Macros
Lightning Guided Engagement
Path for Cases
Lightning Flow Component

Answer(s): B

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QUESTION: 43

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

Increased call deflection
Increased call routing accuracy
Reduced issue resolution time
Reduced support channels
Optimized use of resources

Answer(s): C,D,E

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QUESTION: 44

The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

Create a macro to send an email with the article to the customer.
Create a workflow email alert to send the article to the customer.
Create an auto-response rule to send the article to the customer.
Create a Lightning email template to send the article to the customer.

Answer(s): D

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QUESTION: 41

QUESTION: 42

QUESTION: 43

QUESTION: 44