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Quick Actions in Lightning Experience allow admins to configure guided flows or prefilled forms that map case data to a new Knowledge Article. This is a standard and recommended approach to help service reps efficiently publish helpful content during case closure.

Option A (trigger) would require custom development and is unnecessary for this standard use case.

Option B (macro) automates console actions but cannot create Knowledge articles with mapped case data.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide – Knowledge Management Domain.

Salesforce Help: “Create Knowledge Articles from Cases Using Quick Actions.”

Salesforce Spring ’24 Release Notes – Lightning Knowledge Authoring Enhancements.

The Omni-Channel Supervisor tab in the Lightning Service Console provides real-time visibility into the status of service agents, including who is currently available to accept new cases. This feature allows contact center managers to monitor and manage agent availability and workload effectively, ensuring efficient case distribution.

A Case Assignment Rule ensures that when cases are updated or closed, ownership is automatically reassigned based on defined criteria—such as routing to the correct agent or user queue. This prevents closed cases from remaining assigned to queues, which causes inaccurate reporting.

Option A (manual reassignment using Data Loader) is not scalable or automated.

Option B (validation rule) would prevent case closure until ownership changes, but it would disrupt agent workflows rather than resolve ownership automatically.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide – Case Management Domain.

Salesforce Help: “Use Case Assignment Rules to Automatically Assign Ownership.”

Salesforce Trailhead: “Automate Case Ownership and Routing.”

When using Service Cloud Swarming in Slack, one limitation is that new users added to a swarm channel cannot see historical messages that occurred before they joined. This behavior is based on Slack’s privacy and data-access model.

Swarming creates a new Slack channel or thread per case, enabling collaboration across departments, but message visibility for late joiners remains restricted.

Option A is incorrect—swarm channels are private by default to protect case data.

Option C is partially true (new channels are created for issues), but it is not the key consideration Salesforce identifies for planning purposes.

Referenced Salesforce Materials:

Salesforce Spring ’24 Release Notes – Service Cloud Swarming Enhancements in Slack.

Service Cloud Consultant Exam Guide – Service Cloud Solution Design Domain.

Salesforce Help: “Considerations for Using Swarming with Slack.”

In Entitlement Management, milestone recurrence defines how recurring service targets are tracked.

Independent Recurrence creates a new, independent milestone schedule after each milestone is completed.

Sequential Recurrence means each milestone must complete before the next begins, but the next milestone is dependent on the completion time of the previous one.

No Recurrence applies when milestones occur only once per entitlement process.

Because CK’s second milestone begins exactly 24 hours after the first one’s start time (not dependent on when the first completes), the appropriate configuration is Independent Recurrence. This ensures that each milestone starts on its predefined timeline, regardless of the completion of the prior milestone.

Referenced Salesforce Materials:

Salesforce Service Cloud Consultant Exam Guide – Case Management Domain (Milestone configuration and recurrence).

Salesforce Help: “Define Milestones and Recurrence Types”.

Salesforce Winter ’23 Release Notes – Service Cloud: Entitlement Enhancements.

To ensure customers can access only their cases, including those created on their behalf, configuring a sharing set in the Experience Cloud site is recommended. This grants site users access to case records associated with their contact, ensuring secure and appropriate visibility in line with the requirement.

To meet the requirements of providing support through multiple channels with a consistent customer experience, Omni-Channel with Einstein Case Routing is recommended. This solution uses AI to route cases to the most appropriate agent based on their certification and product line expertise, ensuring that customers receive knowledgeable and consistent support across all channels.

To meet the requirement of directing cases to live agents only during business hours and considering holidays, configuring the Einstein Bot with an action to check for Default Business Hours and active Holiday records is recommended. This ensures that customers are directed to submit a case form when live agent support is not available, maintaining service expectations.

When integrating a client's phone system with Salesforce, using the Service Cloud Call Center (also known as Salesforce Call Center) is recommended. This feature facilitates the integration of telephony systems with Salesforce, enabling agents to manage calls directly within the Service Cloud interface, enhancing efficiency and providing a unified customer service experience.

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.