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 macro to send an email with the article to the customer.
B . Create a workflow email alert to send the article to the customer.
C . Create an auto-response rule to send the article to the customer.
D . Create a Lightning email template to send the article to the customer.
Answer: D
Explanation:
A Lightning email template is a type of email template that can be used to create and send emails from Salesforce. A Lightning email template can include merge fields, images, links, and other formatting options. A Lightning email template can also include a knowledge article as an attachment or a link. A consultant can configure a Lightning email template to send the article to the customer by selecting the Knowledge Article option in the template editor and choosing the article to include. The agent can then use the template to send an email with the article to the customer from the case record page or the Service Console.
Verified Reference:
Service Cloud Consultant Certification Guide & Tips, Create Lightning Email Templates
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