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Exam Certified Advanced Administrator topic 1 question 116 discussion

Actual exam question from Salesforce's Certified Advanced Administrator
Question #: 116
Topic #: 1
[All Certified Advanced Administrator Questions]

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?

  • A. Turn off auto-complete keyword search
  • B. Highlights and Snippets
  • C. Enable Einstein Search
  • D. Selected Case Fields
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Suggested Answer: B 🗳️
by ryukakeiii at Dec. 30, 2022, 10:54 a.m.

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Joel31113
9 months, 2 weeks ago
Selected Answer: B
https://help.salesforce.com/s/articleView?id=sf.knowledge_search_improve.htm&type=5
upvoted 2 times
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tMana
10 months, 3 weeks ago
B. Highlights and Snippets. The call center manager has requested to improve suggestions displayed to agents in the Knowledge component on Cases. The Highlights and Snippets feature in Salesforce Knowledge helps the agents to find relevant articles quickly by highlighting the relevant search terms in the article titles and displaying the matching text snippets from the article. Therefore, the administrator should enable the Highlights and Snippets feature to meet the requirement. Enabling Einstein Search can also help to improve the suggestions displayed to agents in the Knowledge component on Cases. Einstein Search uses artificial intelligence to deliver more accurate search results and suggest relevant articles to agents based on their search terms and the context of the case. However, enabling Einstein Search requires additional setup and configuration, and it may not be necessary if the goal is simply to improve the suggestions displayed in the Knowledge component.
upvoted 1 times
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ryukakeiii
1 year, 1 month ago
Why not C?
upvoted 1 times
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