Given Business Process Requirements, Determine the Appropriate Approach to Manage Knowledge Adoption and Maintenance. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 4)

Questions 16–20

1. 16foundation · easy

   Which practice best supports continuous improvement of a knowledge management program?

   • AMaking all changes only after a major annual release
   • BFreezing the knowledge base to avoid changes
   • CRegularly reviewing feedback and usage data to make iterative updates
   • DIgnoring user feedback to maintain consistency
   Reveal Solution Discussion Select an answer first
2. 17expert · hard

   A knowledge manager is setting up a maintenance process for articles that have a short shelf life due to frequent product changes. The company wants to avoid outdated content while minimizing the review burden on SMEs. Which approach best meets both needs?

   • AReview all articles on the same annual schedule
   • BSet a shorter review cycle for articles linked to frequently changing products and a longer cycle for stable topics
   • CAssign a single SME to review all articles weekly
   • DArchive articles about changing products and recreate them when needed
   Reveal Solution Discussion Select an answer first
4. 18foundation · easy

   A knowledge manager wants to identify gaps in the knowledge base based on real user needs. Which feedback mechanism is most effective?

   • ACollecting feedback from agents when they cannot find an article that resolves a case
   • BReviewing the knowledge base only once a year
   • CDeleting articles that have not been viewed in 30 days
   • DCounting the total number of articles without any user input
   Reveal Solution Discussion Select an answer first
5. 19foundation · easy

   A service organization has a well-maintained knowledge base, but many agents continue to ask colleagues for answers instead of searching the knowledge base. Which adoption barrier is most likely at play?

   • AUser resistance to using the knowledge base
   • BLack of relevant articles
   • CPoor content quality
   • DInaccessible knowledge base
   Reveal Solution Discussion Select an answer first
6. 20expert · hard

   A company has a knowledge base where subject matter experts (SMEs) are the only ones allowed to edit articles. The SMEs are overloaded, and article updates are delayed, causing outdated information. The knowledge manager wants to improve timeliness without sacrificing accuracy. Which approach best balances these concerns?

   • AAllow all agents to edit articles directly, with no review
   • BHire more SMEs to handle the editing workload
   • CRemove the review process entirely and rely on automated content checks
   • DCreate a two-tier system where agents can suggest edits and SMEs approve them
   Reveal Solution Discussion Select an answer first