Service-Cloud-Consultant Exam Dumps | Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an

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Question 59

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Question 59/117

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?

A. Create a Quick Action to map case fields to a new article.

B. Use a trigger to automatically create a new article.

C. Develop a globally-shared macro to create a new article.

Correct Answer: A

Creating a Quick Action to map case fields to a new article is the recommended method for enabling service agents at Cloud Kicks (CK) to easily create new articles when closing a case. This Quick Action can be configured to pre-populate the new article form with relevant details from the case, ensuring consistency and saving time by reducing manual data entry. This approach streamlines the process of capturing case resolutions and insights into the knowledge base, making valuable information readily available for future reference by agents and customers alike, thereby enhancing the overall efficiency and effectiveness of the service center.

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