The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. What should a consultant configure to satisfy this request?
A.
Create a Lightning email template to send the article to the customer.
B.
Create a workflow email alert to send the article to the customer.
C.
Create a macro to send an email with the article to the customer.
D.
Create an auto-response rule to send the article to the customer.
Good Insight @josuelington, however, they specified only lightning email templates and as far as I know classic email templates so A might not be a complete answer. I'm not 100% certain and if anyone can provide more details it would be great.
Macros in Salesforce are designed to automate repetitive tasks, streamlining agent workflows. Sending knowledge articles to customers is a common support action, making it a perfect candidate for automation via macros. A macro can be configured to automatically insert the article link or content into an email, pre-populate the "To" field with the customer's email address, and even include standard greetings or closing remarks. This significantly reduces the time and effort required by support reps to perform this task.
The most direct and powerful way to make it "easier and faster for support reps to send knowledge articles to the customer" is by using a Macro. Macros are designed specifically for automating repetitive agent tasks, and sending an email with an attached or linked knowledge article is a prime use case.The most direct and powerful way to make it "easier and faster for support reps to send knowledge articles to the customer" is by using a Macro. Macros are designed specifically for automating repetitive agent tasks, and sending an email with an attached or linked knowledge article is a prime use case.
Answer is C, according to the doc you can use macros to send knowledge articles https://help.salesforce.com/s/articleView?id=sf.macros_attach_knowledge_articles_to_cases.htm&type=5
C. Macros seem to be the best solution fit for this scenario. With the help of the Knowledge Component in the Sidebar that suggests the most relevant articles, you can set up a macro to Copy the article reference to the email in the case feed.
https://help.salesforce.com/s/articleView?id=sf.macros_attach_knowledge_articles_to_cases.htm&type=5
The answer cannot be C:
Limitations for Macros in Lightning Experience:
- Knowledge articles can't be inserted into Macros
https://help.salesforce.com/s/articleView?id=sf.macros_considerations_lex.htm&type=5
The answer is C. This is also a duplicate question of #30. Salesforce Classic supports sending emails with Knowledge Articles converted into PDFs which can then be sent using a Macro. In Salesforce Lightning you have to map the record type for the Knowledge articles you want to share and then add the Email channel, this is not a Lightning email template. https://help.salesforce.com/s/articleView?id=000384525&type=1
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