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Question 72/95
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?
What should a consultant configure to satisfy this request?
Correct Answer: D
A Lightning email template is a type of email template that can be used to create and send emails from Salesforce. A Lightning email template can include merge fields, images, links, and other formatting options.
A Lightning email template can also include a knowledge article as an attachment or a link. A consultant can configure a Lightning email template to send the article to the customer by selecting the Knowledge Article option in the template editor and choosing the article to include. The agent can then use the template to send an email with the article to the customer from the case record page or the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Lightning Email Templates
A Lightning email template can also include a knowledge article as an attachment or a link. A consultant can configure a Lightning email template to send the article to the customer by selecting the Knowledge Article option in the template editor and choosing the article to include. The agent can then use the template to send an email with the article to the customer from the case record page or the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Lightning Email Templates
- Question List (95q)
- Question 1: Cloud Kicks uses the Service Console, Service agents freguen...
- Question 2: Universal Containers (UC) wants to implement Service Cloud u...
- Question 3: vp of service at universal containers wants to make it easie...
- Question 4: Universal Containers wants to implement best practices for i...
- Question 5: Cloud Kiks uses Dialer and one-lick calling to initiate phoe...
- Question 6: To help Service Agents more accurately respond to Cases, Uni...
- Question 7: What are three best practices that should be used when deplo...
- Question 8: A business to consumer (B2C) company wants to decrease servi...
- Question 9: Universal Containers (UC) receives partner data in Excel for...
- Question 10: Cloud Kicks (CK) has created hundreds of Knowledge articles ...
- Question 11: Cloud Kicks uses Social Customer Service to create and respo...
- Question 12: A Service Manager has just configured Chat at a company site...
- Question 13: Universal Containers (UC) wants to schedule for repair servi...
- 1 commentQuestion 14: Universal Containers wants to import an external knowledge b...
- Question 15: Metrics show that Universal Containers has a high call aband...
- Question 16: Cloud Kicks uses the Service Console and work items to route...
- Question 17: UC has created permission sets granting access to object and...
- Question 18: Cloud Kicks wants to view cases resolved on the nrst cal. Pe...
- Question 19: Which three are characteristics of Visual Workflow? Choose 3...
- Question 20: Universal Containers runs a support operation with multiple ...
- Question 21: Ursa Major Solar (UMS) provides customers with remote monito...
- Question 22: A client's Support Call Center has seen an increase in call ...
- Question 23: Universal Containers wants to notify Support Managers when a...
- Question 24: After migration from Knowledge to Lightning Knowledge , Auth...
- Question 25: to help service agents more accurately respond to cases univ...
- Question 26: Service agents at Cloud Kicks frequently encounter duplicate...
- Question 27: The VP of Services at Universal Containers wants to reduce c...
- Question 28: Universal containers is trying to reduce the amount of time ...
- Question 29: Universal Containers is considering a Knowledge-Centered Sup...
- Question 30: Universal Containers wants to be able to assign cases based ...
- Question 31: DreamMouse Realty would like to provide a user-friendly way ...
- Question 32: Universal Containers' support management team has noticed an...
- Question 33: Universal Containers has implemented a call-based response s...
- Question 34: Universal Containers has tested skills-based routing in a sa...
- Question 35: Universal Containers has implemented KCS. Specific article t...
- Question 36: Cloud Kicks is migrating its knowledge base from Classis Kno...
- Question 37: Cloud Kicks has millions of customers. Only a small percenta...
- Question 38: Universal Containers wants a mechanism that provides custome...
- Question 39: Field engineers often need to access current inventory level...
- Question 40: Universal Containers provides Customer Support for two separ...
- Question 41: What are three considerations when adding a report chart to ...
- Question 42: Universal Containers wants to automate case management for t...
- Question 43: Cloud Kicks pride support to customers across the workd and ...
- Question 44: UCs is implementing Salesforce Knowledge at its contact cent...
- Question 45: Universal Containers plans to migrate its existing knowledge...
- Question 46: Which feature should a consultant recommend to allow a tier ...
- Question 47: Universal Containers is changing their case management syste...
- Question 48: Universal Containers has tested skills-based routing in a sa...
- Question 49: Cloud Kicks (CK) plans to use Queues for case management. CK...
- Question 50: Sen. tee Agents report that there ere so many buttons ana co...
- Question 51: Cloud kicks needs a way for external customers to easily cre...
- Question 52: Service agents at Cloud Kicks report spending a lot of time ...
- Question 53: Universal Containers wants to implement a customer service c...
- Question 54: Cloud Kicks (CK) plans to deploy Service Cloud. Customers ha...
- Question 55: Cloud Kicks (CK) has a service performance aasnboard to mara...
- Question 56: Universal Containers wants to reduce the amount of Sim suppo...
- Question 57: Universal Containers 'IT policy prevents third-party softwar...
- Question 58: When Service Reps view a Case, they often need to see the Ca...
- Question 59: universal Containers (UC) hired agents in an expansion of th...
- Question 60: Cloud Kicks (CK) provides product support based on Service C...
- Question 61: The Universal Containers contact center offers support throu...
- Question 62: Milestones can be added to which three object types? Choose ...
- Question 63: Cloud Kicks uses Service Cloud and Slack. For difficult case...
- Question 64: Universal Containers wants to allow customers to ability to ...
- Question 65: The Universal Containers sales team has been so successful i...
- Question 66: universal containers is implementing a customer community us...
- Question 67: The contact center at universal containers wants to increase...
- Question 68: A Service Representative transfers a Live Agent Chat to anot...
- Question 69: What should a Consultant recommend to ensure Live Agent chat...
- Question 70: Universal Containers is migrating from Classic Knowledge to ...
- Question 71: Universal Containers (UC) is updating the Service Cloud cons...
- 1 commentQuestion 72: The VP of Service at Universal Containers wants to make it e...
- Question 73: Cloud Kicks (CK) recently implemented Knowledge Centered Sup...
- Question 74: Cloud Kicks (CK) provides support 24 hours a day, 7 days a w...
- Question 75: Cloud Kicks (CK) provides varying levels of support based on...
- Question 76: A recent work task entiys sVa service center rtviaUd that se...
- Question 77: A consultant has been hired to integrate a client's phone sy...
- Question 78: Universal Containers has four internal divisions that use Sa...
- Question 79: As part of a new Salesforce Knowledge implementation, Univer...
- Question 80: Universal Containers wants to ensure the contracted service ...
- Question 81: Universal Containers (UC) wants to automate the process of c...
- Question 82: Universal Containers (UC) has deployed a call center using o...
- Question 83: The Vice President (VP) of Customer Support for Universal Co...
- Question 84: A recent survey at Cloud Kicks (CK) shows a decrease in cust...
- Question 85: What should a consultant recommend service agents use?...
- Question 86: Universal Containers is preparing to implement Service Cloud...
- Question 87: Cloud Kicks is planning to use Case Teams to help swarm on d...
- Question 88: Universal Containers has been testing an updated Service Con...
- Question 89: Ursa Major Solar provides onsite support for customers' sola...
- Question 90: Cloud Kicks (CK) provides support through Web-to-Case. As pa...
- Question 91: The support team at Cloud Kicks would like would like to imp...
- Question 92: Cloud Kidcs (CK) uses Lightning Knowledge and has set up Dat...
- Question 93: Universal Containers is using the Lightning Service Console ...
- Question 94: Universal Containers recently deployed a Salesforce Knowledg...
- Question 95: the support manager at universal containers wants to see mon...
Recent Comments (The most recent comments are at the top.)
A. Articles can be sent to customers using macros. https://help.salesforce.com/s/articleView?id=service.macros_supported_knowledge_actions.htm&type=5
Lightning email templates could also be made to work but is less flexible. The keywords are "easier" and "faster" which are more related to macros than the other options.