Salesforce Certified Advanced Administrator — Question 46

Cloud Kicks call center agents have given their manager feedback that it takes too long to find relevant articles to answer questions on customer cases. The call center manager has asked the administrator to improve suggestions displayed to agents in the Knowledge component on Cases.

Which setting should the administrator use to meet the requirement?

Answer options

Correct answer: B

Explanation

The correct answer is B, as Highlights and Snippets improve the visibility of relevant information, making it easier for agents to find pertinent articles quickly. Options A and C do not directly enhance the suggestion mechanism, while D pertains to specific fields rather than improving overall article suggestions.