To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page. How should a consultant configure…

The correct answer is B. Add the Knowledge component to the Case record page. To assist service agents in finding relevant Knowledge articles for new cases, adding the Knowledge component to the Case record page in the Lightning Service Console is recommended. This component dynamically suggests articles based on case details, aiding agents in providing…

Knowledge Management

Question

To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page. How should a consultant configure this requirement?

Options

AAdd the Knowledge tab to the Service Console.
BAdd the Knowledge component to the Case record page.
CAdd the Knowledge related list to the Case record page.

How the community answered

(49 responses)

A
6% (3)
B
84% (41)
C
10% (5)

Explanation

To assist service agents in finding relevant Knowledge articles for new cases, adding the Knowledge component to the Case record page in the Lightning Service Console is recommended. This component dynamically suggests articles based on case details, aiding agents in providing accurate and efficient responses.

Topics

#Knowledge component#case record page#Lightning page#article suggestions

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