You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate the following tasks:

Open the client's record.

Search the KB.

Send the KB article in the chat.

You need to configure macros to automate the tasks. Which three features should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Question

You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate the following tasks:

Open the client's record.
Search the KB.
Send the KB article in the chat.

You need to configure macros to automate the tasks. Which three features should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Accepted Answer

A. Open the case record through the Productivity automation area. B. Enable Productivity tools. E. Send the KB article in chat through the Omnichannel area.

Answer

C. Open the case record through the session area.

Answer

D. Send the KB article through the Productivity automation area.

You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate the following tasks: - Open the client's record. - Search…

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