Service-Cloud-Consultant Free Practice Test

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

1. A. Add the Knowledge related list to the Case record page.
2. B. Add the Knowledge tab to the Service Console.
3. C. Add Knowledge Data Categories to each Case.
4. D. Add the Knowledge Component to the Case record page.

Correct Answer: D

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

1. A. An email to case inquiry
2. B. On-demand email to case
3. C. While holding for a support agent
4. D. Web-to-case question

Correct Answer: A