Given Business Process Requirements, Determine the Appropriate Approach to Manage Knowledge Adoption and Maintenance. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 3)

Questions 11–15

1. 11foundation · easy

   A company wants to ensure that knowledge articles are consistently reviewed and updated by the right people. What governance structure is most effective?

   • AAssigning a designated owner for each article or topic area
   • BAllowing any employee to edit any article without oversight
   • CCreating a single global article for all topics
   • DDeleting articles that are not viewed frequently
   Reveal Solution Discussion Select an answer first
2. 12application · medium

   A company is rolling out a new knowledge base to its support team. The team is experienced but resistant to changing their workflow. Which enablement activity would best support adoption?

   • ARequire all agents to read the knowledge base policy document
   • BCreate a detailed documentation page about the knowledge base features
   • COffer a training session that demonstrates how to search and use articles in the case workflow
   • DSend a company-wide email announcing the launch of the knowledge base
   Reveal Solution Discussion Select an answer first
4. 13application · medium

   A company has a knowledge base, but new hires are not using it because they do not know it exists or how to access it. Which enablement activity would best address this adoption gap?

   • ASend a one-time email to all employees about the knowledge base
   • BInclude knowledge base training in the new-hire onboarding program
   • CCreate a poster with the knowledge base URL and hang it in the office
   • DWait for new hires to discover the knowledge base on their own
   Reveal Solution Discussion Select an answer first
5. 14application · medium

   A company is implementing a knowledge base for both support agents and customers. The two groups have different needs: agents need detailed troubleshooting steps, while customers need simple how-to guides. Which approach best supports adoption for both groups?

   • APublish the same articles to both audiences to save effort
   • BOnly publish articles for customers, since agents can ask each other
   • CTrain agents to translate technical articles for customers on the fly
   • DCreate separate article types or categories for internal and external audiences
   Reveal Solution Discussion Select an answer first
6. 15foundation · easy

   A company notices that agents rarely use knowledge articles when handling complex cases. Which factor is most likely to increase adoption in this scenario?

   • AMoving all knowledge to a separate offline document repository
   • BEnsuring articles are written for the specific roles and case types agents handle
   • CIncreasing the total number of articles in the knowledge base
   • DRestricting article access to only senior agents
   Reveal Solution Discussion Select an answer first