SalesforceCertified Agentforce Service Consultant
Domain 4Objective 2
Given Business Process Requirements, Determine the Appropriate Approach to Manage Knowledge Adoption and Maintenance. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 6)
Part of the KNOWLEDGE MANAGEMENT domain, which accounts for 10% of the AGENTFORCE-SERVICE-CONSULTANT exam.
33questions here
7free pages
7concepts
10%of the exam
Questions 26–30
- 26
A company has a knowledge base that is used well by senior agents but ignored by newer agents. Senior agents say the articles are accurate and helpful. Newer agents say they cannot find the articles because they do not know the right search terms. Which approach would best improve adoption among newer agents?
Select an answer first - 27
A knowledge manager wants to measure whether agents are actually using knowledge articles during case resolution. Which metric would best indicate adoption in the workflow?
Select an answer first - 28
Which role is typically responsible for the ongoing accuracy and relevance of a specific knowledge article?
Select an answer first - 29
Agents frequently search the knowledge base but then open cases anyway because the articles they find are outdated or incomplete. Which adoption barrier does this describe?
Select an answer first - 30
A knowledge manager notices that article feedback is mostly negative, with comments saying the articles are too long and hard to scan. Which action would best support continuous improvement?
Select an answer first
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