An administrator at a telecommunications enterprise is configuring an Experience Cloud site using the Customer Service template to reduce inbound case volume. The administrator wants logged-in portal users to view dynamically suggested Knowledge articles in real time as they enter text into the support request form, prior to case submission.
Which action should the administrator take in Experience Builder to achieve this behavior?
- Add the Case Deflection component to the site page containing the Contact Support form.Answer
- BCreate a custom profile for portal users and enable the 'Suggest Knowledge Articles on Case Creation' administrative permission.
- CEnable 'Grant Access Using Hierarchies' on the Knowledge object and define an automated criteria-based Case Sharing Rule.
- DConfigure a Case Escalation Rule that evaluates subject line keywords and triggers an auto-response email containing article links.
Answer
Add the Case Deflection component to the site page containing the Contact Support form in Experience Builder.
In Salesforce Experience Cloud sites built with templates such as Customer Service, self-service case deflection is implemented by adding the standard Case Deflection component to the same page as the Contact Support form in Experience Builder. As the user enters text into subject and description fields, the component dynamically queries Salesforce Knowledge and suggests relevant articles to solve the issue before the user submits a case.
Step-by-Step Solution
Key Concept
Case Deflection in Experience Cloud