Given a Set of Requirements, Design a Case Management Solution from Case Creation to Closure Including Case Assignment, Case Escalation, Case Resolution, and Case Disposition. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 4)

Questions 16–17

1. 16application · medium

   A company wants to ensure that when a support agent resolves a case, they are prompted to attach a knowledge article that was used to solve the issue. The company also wants to track which closure code is selected. What should the consultant configure?

   • AConfigure the case feed to display knowledge articles and closure codes as a related list.
   • BCreate a workflow rule that automatically attaches the most recently viewed knowledge article and sets a default closure code.
   • CAdd a custom field for the knowledge article and a picklist for closure codes on the case page layout, and make both fields required.
   • DUse a quick action to create a task that reminds the agent to attach a knowledge article and select a closure code.
   Reveal Solution Discussion Select an answer first
2. 17foundation · easy

   When a support agent resolves a case, they want to attach a knowledge article that provides the solution. What is the recommended way to link a knowledge article to a case?

   • AUse the 'Article' related list on the case
   • BSend the article via email
   • CCreate a custom object to store the article link
   • DAdd the article as a case comment
   Reveal Solution Discussion Select an answer first