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Exam Certified Service Cloud Consultant All Questions

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Exam Certified Service Cloud Consultant topic 1 question 30 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 30
Topic #: 1
[All Certified Service Cloud Consultant Questions]

The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

  • A. Create an auto-response rule to send the article to the customer.
  • B. Create a Lightning email template to send the article to the customer.
  • C. Create a macro to send an email with the article to the customer.
  • D. Create a workflow email alert to send the article to the customer.
Show Suggested Answer Hide Answer
Suggested Answer: B 🗳️
by [deleted] at Dec. 6, 2022, 12:08 p.m.

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AynRandySavage
8 months, 1 week ago
Selected Answer: C
as mentioned, the help article is pretty clear that C is right
upvoted 1 times
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oalexandrino
11 months ago
Selected Answer: B
" easier and faster" is the point! Both options B and C could potentially work, but option B is a more targeted and Salesforce-specific solution for sending emails with knowledge articles.
upvoted 1 times
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blauerlufus
11 months ago
Selected Answer: C
Salesforce Help is pretty clear on that: https://help.salesforce.com/s/articleView?id=sf.macros_attach_knowledge_articles_to_cases.htm&type=5
upvoted 1 times
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mou2206
1 year, 3 months ago
In Lightning experience - we can send article content as email body. In Classic experience - we can send article as PDF attachment with the email. Macro will be faster to send email though.. I am bit confused - please enlighten.
upvoted 1 times
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josuelington
1 year, 5 months ago
Sure its B. Salesforce do not recommend using Macro on e-mail
upvoted 4 times
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eliezeraugust0
1 year, 7 months ago
C is faster. Is definitely possible to send articles quickly with a template, but with a macro would be faster.
upvoted 4 times
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[Removed]
1 year, 11 months ago
It is not possible to access the Knowledge Article fields in email templates, the only way is using Article as PDF which attaches a pdf of the article to the email.
upvoted 2 times
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C (25%)
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