Salesforce

What is one of the main advantages of using Knowledge Articles in Salesforce?

• Encourages internal knowledge sharing

• Helps advisors make accurate decisions

• Enhances resolution speed and efficiency

• All of the above

Which articles can advisors use as references?

• Only those approved by Unilever

• Any article accessible via Unilever websites

• All available articles

• Articles marked as 'Published'

Why are Meta Tags added to Knowledge Articles?

• To meet formatting requirements

• To share globally

• To suggest relevant articles for cases

• To group similar articles

What is the correct naming convention for creating a Knowledge Article?

• Brand - Knowledge Article Title - (Country ISO code)

• Brand - Reason Code - (Country ISO code)

• Brand - Case Study - (Country ISO code)

• rand - Product - (Country ISO code)

Where can you access Knowledge Articles in Salesforce?

• Dashboard

• Cases

• Knowledge Articles

• Knowledge

What priority should be assigned to critical and sensitive cases?

• Low

• Medium

• High

• Extremely High

Why should you set your default country in Salesforce?

• To reflect your location

• To ensure accurate country data in cases

• Both A and B

• None of the above

How can you change the email address shown in consumer-facing emails?

• Update 'Email Name' and 'Email Address' in 'My Email Settings'

• Update only the 'Email Name'

• Update all details in 'My Email Settings'

• It updates automatically

How do you create a Child Case in Salesforce?

• Click on the Parent Case > Click 'Add Issue'

• Click on the Parent Case > Click 'New Task'

• Click on the Parent Case > Select 'Log a Call'

• None of the above

Which section in the Case page shows product and contact reason details?

• Product & Reason Information

• Additional Product & Reason Information

• Additional Issue Information

• None of the above