Salesforce Administrator — Question 469

Support agents at Cloud Kicks are spending too much time finding resources to solve customer cases. The agents need a more efficient way to find documentation and similar cases from the Case page layout.
How should an administrator meet this requirement?

Answer options

• A. Use an interview flow to capture Case details.
• B. Create a custom object to capture popular Case resolutions.
• C. Direct users to Global Search to look for similar cases.
• D. Configure Knowledge with articles and data categories.

Correct answer: D

Explanation

The correct answer is D because configuring Knowledge with articles and data categories allows agents to efficiently access relevant documentation and similar cases directly from the Case page. Options A and B do not provide a solution for quick resource access, while option C, while helpful, does not integrate resources directly into the Case page layout.