Getting Started With Lightning Knowledge

Question 1

What is a knowledge base?

Answer 1

A single repository for storing helpful organizational information

Question 2

How does a knowledge base improve productivity?

Answer 2

By capturing and consolidating important information in one place

Question 3

What should you do to ensure the best articles are suggested as agents solve cases?

Answer 3

Create descriptive data categories for your cases and article types.

Question 4

What permissions and article actions do article contributors need?

Answer 4

Manage Article permission and Read, Create, Edit, and Publish article actions.

Question 5

What can you set up using the Lightning Knowledge Setup Flow?

Answer 5

Lightning Knowledge author

Data categories

Question 6

Where does the article summary appear?

Answer 6

In the search results

Question 7

How can your company use Experience Cloud to engage with external users?

Answer 7

A. Create a customer portal

and

C. Create multiple experience for different audiences.

Question 8

What metrics are important to the VP of Support in relation to customer engagement?

Answer 8

Number of cases deflected and net promoter score

Question 9

Before Lira sets up a partner portal, why do partner resellers have a difficult time working with the company?

Answer 9

Archaic, non connected systems

Question 10

What metrics are important to the VP of Channel Sales when it comes to the partner site?

Answer 10

number of deals registered through the portal.