Provide Articles from the Knowledge Base ACA-925 Practice Questions (Page 4)

Questions 16–20

1. 16application · medium

   An agent is managing a knowledge base article that is no longer relevant because the related service has been discontinued. What is the most appropriate action to take with this article?

   • AChange the article's status to 'Draft' so it is hidden from customers.
   • BDelete the article permanently to free up space.
   • CArchive the article so it is no longer visible to customers but its history is preserved.
   • DLeave the article as is, since it is no longer relevant.
   Reveal Solution Discussion Select an answer first
2. 17expert · hard

   An agent is responsible for maintaining the knowledge base. A critical article about 'Data Backup Procedures' is outdated and contains steps that could lead to data loss if followed. The agent has drafted a corrected version. However, the article is linked to a request type, and the agent is unsure if the draft will affect the linked request type. What is the best course of action?

   • AEdit the article, save it as a draft, and publish it only after the changes have been reviewed and approved.
   • BUnpublish the article to remove the outdated content, then create a new article.
   • CPublish the corrected version immediately to prevent customers from following the outdated steps.
   • DDelete the article and create a new one with the corrected information.
   Reveal Solution Discussion Select an answer first
4. 18application · easy

   A service desk manager wants to reduce the number of repetitive tickets by encouraging customers to find answers themselves. The manager asks an agent to explain how the knowledge base supports this goal. What is the primary way the knowledge base enables self-service?

   • ABy sending a knowledge base article to the customer after a ticket is created.
   • BBy allowing customers to directly edit and update articles.
   • CBy providing a searchable collection of published articles that customers can access through the portal.
   • DBy automatically resolving tickets that match a knowledge base article.
   Reveal Solution Discussion Select an answer first
5. 19foundation · easy

   Where does a linked knowledge base article appear for the customer?

   • AIn the global search results only when the customer searches the exact article title
   • BIn the customer's email notifications after a ticket is created
   • CIn the agent's internal queue only
   • DIn the customer portal when they are creating a request of the linked type
   Reveal Solution Discussion Select an answer first
6. 20application · easy

   A knowledge base article has been published for several months. The agent notices that the article is no longer accurate because the company has changed its software. What is the most appropriate action for the agent to take?

   • AChange the article's status to 'Draft' and leave it for a later time.
   • BArchive the article and create a new one with the updated content.
   • CDelete the article to prevent customers from seeing outdated information.
   • DEdit the article to reflect the new software and then publish the updated version.
   Reveal Solution Discussion Select an answer first