CRT-261 · Question #70
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…
The correct answer is C. Create a Quick Action to map case fields to a new article. To facilitate easy creation of new articles by service agents when closing a case, a Quick Action can be configured to map relevant case fields directly to a new Knowledge article. This streamlines the process of capturing case resolutions as reusable knowledge, making it…
Question
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?
Options
- ADevelop a globally-shared macro to create a new article.
- BUse a trigger to automatically create a new article.
- CCreate a Quick Action to map case fields to a new article
How the community answered
(48 responses)- A8% (4)
- B15% (7)
- C77% (37)
Explanation
To facilitate easy creation of new articles by service agents when closing a case, a Quick Action can be configured to map relevant case fields directly to a new Knowledge article. This streamlines the process of capturing case resolutions as reusable knowledge, making it easily accessible for other agents and enhancing the overall efficiency of the service center.
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