To continue improving support KPIs after implementing Knowledge-Centered Support (KCS), utilizing the Search Activity Gaps dashboard component is recommended. This tool helps identify topics for which customers are searching but not finding satisfactory answers, guiding CK's efforts in creating new or updating existing articles to address these gaps and further enhance customer satisfaction and support efficiency.

To decrease customer wait times, creating reports to analyze call volume and identify peak times is recommended. Understanding peak periods allows for strategic staffing and resource allocation, ensuring that enough agents are available to handle the increased volume, thus reducing customer wait times.

For Experience Cloud customer users, Sharing Sets are the correct mechanism to provide access to records linked to their own Contact or Account. By creating a sharing set for the Case object, UC can ensure users see only the cases where they are the associated contact—even if the cases were created internally.

Option A (sharing rule) applies to internal users, not Experience users.

Option C (Public Read/Write) violates data security and exposes all customer cases.

Referenced Salesforce Materials:

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

Salesforce Help: “Grant Record Access to Portal Users with Sharing Sets.”

Salesforce Experience Cloud Implementation Guide – Sharing Set Configuration.

Screen Flows are used in Salesforce to guide users through interactive, decision-based processes. For example, a Screen Flow can present troubleshooting questions and next steps to support reps, dynamically adapting based on responses. This allows for consistent issue resolution and knowledge capture.

Option B (call transfer) is handled through Omni-Channel or CTI features, not Flow.

Option C (redirecting to Knowledge) can be done with console components or Einstein Article Recommendations, not a Screen Flow.

Referenced Salesforce Materials:

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

Salesforce Help: “Use Screen Flows for Guided Troubleshooting and Agent Assistance.”

Salesforce Trailhead: “Build Guided Service Flows.”

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.

In Lightning Knowledge, each migrated legacy article type must map to a corresponding record type in Salesforce Knowledge. Record types define article layout, permissions, and categorization—essential for maintaining data integrity and content structure after migration.

Option A is incorrect because article data is typically migrated in stages, not all at once, to ensure mapping accuracy.

Option C is incorrect because HTML content is supported in Knowledge; converting it to plain text would remove formatting and valuable content structure.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide – Knowledge Management Domain.

Salesforce Help: “Migrate to Lightning Knowledge Using Record Types.”

Salesforce Knowledge Implementation Guide – Article Migration Best Practices.

The Actions & Recommendations component is the Salesforce best practice for guiding support reps through issue-specific processes and ensuring Einstein Next Best Action is displayed contextually. It allows admins to embed screen flows or recommended actions directly within the Service Console, enabling reps to collect relevant information and follow standardized steps.

This aligns with the Service Cloud Solution Design domain in the exam guide, which stresses designing intuitive and guided agent experiences.

Option B would fragment the user experience across record pages, making training and navigation difficult.

Option C is part of standard case setup but does not provide guided flows or actionable recommendations for new agents.

Referenced Salesforce Materials:

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

Salesforce Help: “Guide Agents with the Actions & Recommendations Component”.

Salesforce Spring ’24 Release Notes – Einstein Next Best Action Enhancements.