Salesforce Service Cloud Certification exam 2024 with complete solutions

Define Solution correct answersA solution is a detailed description of a customer issue and the resolution of that issue. Salesforce Knowledge capabilities correct answersWrite, edit, publish, and archive articles Attach articles to open or closed cases Use the Articles related list to track which article was attached to a case. Share articles as PDFs or Links Rate articles and provide feedback on an article's chatter feed Administrators can configure article types and data categories to allow for article: correct answersReadability Consistency Relevancy Tools for Automating Support correct answersWeb to Case Email to Case Auto Response Rules Email Templates Case Queues Assignment Rules Notification Escalation Rules Workflow Rules Web to Case Considerations correct answersValidation rules on form should match rules on case object If more than 5K cases / day are generated, they are queued for refresh Support Settings must specify a default Case Owner and an Automated Case User