Salesforce Community Cloud Consultant Practice Exam

Which feature aids in self-resolution of cases within the Napali community template?

1. Gamification

2. Case escalation rules

3. Autocomplete search

4. External user notifications

The correct answer is: Autocomplete search

The feature that significantly aids in self-resolution of cases within the Napali community template is autocomplete search. This feature enhances the user experience by allowing users to quickly find relevant information and previously logged cases while they are entering their queries. When users begin typing in a search box, the autocomplete function suggests potential matches, making it easier for them to locate solutions to their problems without needing to escalate a case or contact support directly. This self-service capability is particularly valuable in community settings, where users often prefer to resolve their issues independently. By providing instantaneous suggestions and access to relevant documentation or similar cases, autocomplete search empowers users to find information rapidly, which can lead to a faster resolution of their issues. While the other options may provide important enhancements in different areas, they do not specifically focus on enabling users to self-resolve cases as effectively as autocomplete search does. This highlights the importance of empowering users with the right tools to troubleshoot and resolve their inquiries independently within the community.