Given Business Process Requirements, Determine the Appropriate Approach to Manage Knowledge Adoption and Maintenance. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 5)

Questions 21–25

1. 21foundation · easy

   A knowledge manager wants to ensure articles remain accurate over time. Which maintenance strategy is most appropriate?

   • ADeleting articles that receive low views
   • BPublishing articles once and never updating them
   • CAllowing all agents to edit any article without review
   • DScheduling regular content reviews by subject matter experts
   Reveal Solution Discussion Select an answer first
2. 22foundation · easy

   Which enablement activity is most likely to encourage consistent knowledge usage among agents?

   • AProviding quick reference guides and job aids that show how to search and apply articles
   • BRestricting knowledge access to only agents who attended training
   • CAsking agents to memorize all article titles
   • DHolding a single training session and providing no follow-up materials
   Reveal Solution Discussion Select an answer first
4. 23application · medium

   A knowledge manager is designing a maintenance plan for a large article library. The company has limited staff and wants to ensure that critical articles are always current. Which approach best balances effort and risk?

   • AArchive all articles that have not been viewed in the last six months
   • BReview articles only when a user reports an error
   • CReview all articles on the same quarterly schedule
   • DPrioritize reviews based on article usage and business impact, with critical articles reviewed more frequently
   Reveal Solution Discussion Select an answer first
5. 24expert · hard

   A knowledge manager sees that article view counts are high, but case deflection is low and agents still create cases for issues covered by articles. Which conclusion is most likely, and which metric would help confirm it?

   • AArticles are not being found in search; track search-to-view conversion rate
   • BArticles are being viewed but not applied; track percentage of cases with attached articles
   • CAgents are not trained; track training completion rate
   • DArticles are outdated; track average article age
   Reveal Solution Discussion Select an answer first
6. 25expert · hard

   A company has a knowledge base that is technically sound, but adoption is low because agents feel it is an extra burden on top of their case workload. Which enablement approach would best address this perception?

   • AProvide a one-time training session on how to use the knowledge base
   • BCreate a separate knowledge base portal for agents to browse
   • CSend weekly reminders to agents to use the knowledge base
   • DIntegrate knowledge articles directly into the case workflow so they appear contextually
   Reveal Solution Discussion Select an answer first