What solution should a consultant recommend? Universal Containers - ProProfs Discuss
Topics
Products
Follow Us:

What solution should a consultant recommend? Universal Containers would like for articles to be suggested to agents based on information they are typing into the case.



A. Enable the Knowledge sidebar setting in the case of support settings
B. Create a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout
C. Create a Visualforce page called Knowledge sidebar on the case page layout
D. Enable the Knowledge sidebar relates list on the case page layout

This question is part of Service Cloud Deck 1
Asked by Mandrake, Last updated: Aug 10, 2020

+ Answer
Request

2 Answers

John F. connor

Traveler, Avid Reader, Free as a bird

John F. connor, Content Marketing executive, MA, Minsk,Poland

Answered Feb 07, 2019

Correct answer is option A.

A consultant should enable the Knowledge sidebar setting in the case of support settings to be able to suggest articles to agents based on information they are tying into the case. The Knowledge sidebar keeps agents connected to your Knowledge base while they’re working in the console.

Agents will be able to suggest articles for case they are viewing, or they can search for more articles. They can use the sidebar to attach an article to (or remove articles from) a case, also to follow and unfollow articles, and search within Knowledge. Hope this helps.

 

John Smith

John Smith

Answered Jan 05, 2017

Create a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout
 

Search for Google images
Select a recommended image
Upload from your computer
Search for Google images
Select a recommended image
Upload from your computer
Search for Google images
Select a recommended image
Upload from your computer

Email Sent
We have sent an email to your address "" with instructions to reset your password.