Universal Containers has implemented Knowledge-Centered Support (KCS). Specific
article types and categories require approval. Both the
Publish Articles and the Submit for Approval buttons are available on page layouts. Agents
are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the Approval Process?
A. Update the Approval Process to Auto-launch.
B. Create a Lightning Web Component action for Approval Process.
C. Create an autolaunched Flow.
C. Create an autolaunched Flow.
Explanation:
To automate the approval process for specific article types and categories in Salesforce Knowledge when agents forget to submit articles for approval, creating an autolaunched Flow is the most effective solution. An autolaunched Flow can be triggered automatically based on specific criteria, such as when an article of a certain type or category is created or updated. The Flow can include logic to check if the article requires approval (based on article type or category) and automatically submit it to the configured Approval Process. This eliminates manual intervention, reduces errors, and ensures compliance with Knowledge-Centered Support (KCS) approval requirements.
Here’s how it works:
The Flow can be triggered on record creation or update (e.g., when an article’s status changes to “Draft”).
It evaluates the article’s type and category to determine if approval is required.
If approval is needed, the Flow uses an action to submit the article to the Approval Process, leveraging the Submit for Approval action in Salesforce Flow.
This approach is flexible, scalable, and aligns with Salesforce’s automation capabilities, making it ideal for streamlining the KCS process.
Why not the other options? A. Update the Approval Process to Auto-launch: Salesforce Approval Processes cannot be set to “auto-launch” in the way workflows or flows can. An Approval Process requires a manual or automated submission (e.g., via a button click, Flow, or Apex). Simply updating the Approval Process doesn’t address the issue of agents forgetting to submit articles, as it still requires an initial submission action.
B. Create a Lightning Web Component action for Approval Process: While a Lightning Web Component (LWC) could provide a custom interface or button for submitting articles, it doesn’t inherently automate the process. Agents would still need to interact with the component manually, which doesn’t solve the issue of forgetting to submit articles. Additionally, developing an LWC requires more effort than using a Flow and doesn’t provide the same level of automation.