To help service reps 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 Service Cloud Consultant configure this requirement?
A.
Add the Knowledge related list to the Case record page.
B.
Add the Knowledge component to the Case Lightning record page.
C.
Add the Knowledge component to the Case page layout.
In Lightning Experience, the Knowledge component is used to dynamically display contextually relevant Knowledge Articles on a Case Lightning record page. It automatically surfaces articles related to the case’s subject, product, or issue type.
Option A (Knowledge related list) is for Classic and lacks contextual search.
Option C (page layout) does not support embedding dynamic Lightning components.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide – Knowledge Management Domain.
Salesforce Help: “Add the Knowledge Component to Case Lightning Record Pages.”
Salesforce Spring ’24 Release Notes – Lightning Knowledge Enhancements.
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