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To provide the required access levels for a dedicated account manager and a support specialist on special cases, utilizing Case Teams is the most effective solution. Case Teams allow for the customization of roles and access levels for each team member, ensuring that the account manager has Read-Only access while the support specialist has Read and Write access.

To make the Agentforce Service Agent available for customer-facing conversations over Enhanced Messaging Channels (SMS, WhatsApp, Facebook Messenger, etc.), the next step is to create a new messaging channel and assign the AI agent to it. This allows the agent to engage directly with customers through these digital platforms while maintaining context and automation.

Option A (embedded service deployment) is used for web chat or web messaging, not Enhanced Messaging.

Option B (auto-launched flow) could define logic but cannot connect the AI to the channel.

Referenced Salesforce Materials:

Salesforce Spring ’24 Release Notes – Agentforce Service Agent: Channel Connection Enhancements.

Service Cloud Consultant Exam Guide – Interaction Channels Domain.

Salesforce Help: “Connect Agentforce Service Agent to Messaging Channels (WhatsApp, SMS, Facebook).”

To ensure consistent KPI definitions while respecting data visibility rules, Salesforce dashboards should use the “Dashboard Viewer” as the running user. This setting ensures that each user viewing the dashboard sees data according to their own access permissions (role hierarchy, sharing rules, etc.), but all use the same filters and calculations.

If the dashboard used the VP of service as the running user, all viewers would see organization-wide data, violating visibility requirements. Team leaders (Option C) would restrict the data too narrowly.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide – Contact Center Analytics Domain.

Salesforce Help: “Set the Running User for a Dashboard.”

Salesforce Trailhead: “Customize Dashboard Visibility with the Dashboard Viewer Option.”

Sharing a folder containing quick text translations for each language with the appropriate groups of service agents ensures that agents have access to common responses in the necessary languages. This approach facilitates efficient communication with customers worldwide and streamlines the management of translated quick texts.

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.

In Salesforce, to ensure that specific Knowledge articles are submitted for approval automatically, you can leverage an autolaunched Flow. This approach removes the dependency on agents to manually click the "Submit for Approval" button, thereby reducing the risk of articles bypassing the necessary approval process.​

Implementation Steps:

Approval Process Configuration:First, set up an Approval Process for the Knowledge object, defining the entry criteria based on article types and categories that require approval.

Autolaunched Flow Creation:Create an autolaunched Flow that is triggered when a Knowledge article meets the specified criteria. Within this Flow, use the "Submit for Approval" core action to programmatically submit the article into the Approval Process.

Triggering Mechanism:Implement a record-triggered Flow that invokes the autolaunched Flow upon creation or update of a Knowledge article that matches the approval criteria.

By automating the submission process, you ensure that all relevant articles undergo the necessary approval steps without relying on manual intervention. This method aligns with Salesforce best practices for automating approval processes using Flow.​

Salesforce implementation best practices emphasize proactive change management and user enablement before deployment. Delivering hands-on training combined with Trailhead-based guided learning ensures users are confident in new features such as Case Escalation and Knowledge Management prior to go-live.

This approach minimizes downtime, drives adoption, and aligns learning with actual business processes—core principles of the Implementation Strategies domain.

Option A delays learning until after go-live, increasing adoption risk.

Option C lacks structured enablement and change management planning.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide – Implementation Strategies Domain.

Salesforce Help: “Plan User Training and Change Management for Salesforce Deployments”.

Salesforce Project Delivery Framework – Enablement and Adoption Best Practices.

When adding a report chart to a Page Layout or a Lightning Record Page, the report must include a chart component. This is because the visualization aspect of the chart is what's displayed on the layout, providing a graphical representation of the report data directly on the record page for quick insights and analysis.

Salesforce Service Cloud Voice provides features to protect customers' sensitive data and ensure privacy during voice calls. One such feature is the ability for agents to pause and resume call recordings when sensitive information is being exchanged. This functionality is controlled through Sensitive Data Rules, which can be configured to allow agents to manually pause and resume recordings during a call.​

This approach ensures that sensitive information is not stored in call recordings, aligning with privacy requirements and compliance standards. Additionally, it allows the organization to continue recording calls for training and quality assurance purposes, excluding only the sensitive segments.​Genesys Cloud Resource Center

To standardize service KPIs for users at all levels while ensuring data visibility is based on user access, setting the dashboard running user as 'Dashboard Viewer' is recommended. This approach dynamically calculates KPIs using only the data accessible to the individual viewing the dashboard, ensuring consistency and data security across the organization.