Provide Articles from the Knowledge Base ACA-925 Practice Questions (Page 3)

Questions 11–15

1. 11foundation · easy

   What is a key benefit of customers using knowledge base articles for self-service?

   • AIt reduces the number of incoming requests to the service desk
   • BIt eliminates the need for agents to provide support
   • CIt guarantees that all customer issues are resolved instantly
   • DIt automatically creates tickets for customers who read articles
   Reveal Solution Discussion Select an answer first
2. 12expert · hard

   A service desk team has a knowledge base article about 'Password Reset' that is linked to the 'Password Reset' request type. The team has now created a new 'Account Lockout' request type. The article contains relevant information for both request types. What should the agent do to ensure the article is helpful for both scenarios?

   • ACreate a new article specifically for 'Account Lockout' and link it to that request type.
   • BEdit the article to remove the 'Password Reset' link and only link it to 'Account Lockout'.
   • CLink the existing article to the 'Account Lockout' request type as well.
   • DArchive the article and create two new articles, one for each request type.
   Reveal Solution Discussion Select an answer first
4. 13application · medium

   A knowledge base article about 'Setting Up Email on Mobile Devices' is outdated. The agent has drafted a new version and wants to ensure customers see the updated information while the old version is being reviewed. What is the most appropriate action?

   • AChange the article's status to 'Unpublished' and then create a new article.
   • BEdit the existing article and save it as a draft, then publish it once the review is complete.
   • CPublish the new version immediately and then archive the old one.
   • DDelete the old article and create a new one with the updated content.
   Reveal Solution Discussion Select an answer first
5. 14foundation · easy

   Which action is part of managing the lifecycle of a knowledge base article?

   • AArchiving outdated articles
   • BSending the article to a customer's email automatically
   • CAssigning the article to a specific customer
   • DConverting the article into a ticket
   Reveal Solution Discussion Select an answer first
6. 15expert · hard

   An agent is creating a knowledge base article for a new internal tool. The agent wants to ensure the article is easy to find and useful. The agent has written the content but is unsure about the best way to structure it. What is the most important aspect to consider when structuring the article?

   • AWrite a long, detailed article that covers every possible scenario.
   • BUse a clear title, a concise introduction, and step-by-step instructions with headings.
   • CInclude as much technical detail as possible to be comprehensive.
   • DFocus on the title and labels, as the body is less important for search.
   Reveal Solution Discussion Select an answer first