A knowledge manager is reviewing adoption metrics and sees that article views are high, but the percentage of cases with attached articles is low. Agents report that articles are useful but they forget to attach them. Which combination of actions would best improve adoption?

Disable the article attachment feature to simplify the case form

Require agents to read all articles before starting their shift

Add a reminder in the case workflow to attach relevant articles and provide a short training refresher

Increase the number of articles published and track view counts

A knowledge manager is planning a maintenance strategy for a library with 5,000 articles. The company has a small team and a strict compliance requirement that articles related to regulated products be reviewed monthly. Other articles can be reviewed less frequently. Which approach best meets the compliance requirement while managing limited resources?

Review regulated articles monthly and non-regulated articles quarterly

Review articles only when a compliance audit is scheduled

Assign one person to review all articles on an as-needed basis

Review all articles monthly to ensure nothing is missed

A company has a knowledge base with articles owned by subject matter experts, but many articles are outdated because the owners are too busy to review them. Which governance change would most likely improve maintenance?

Increase the number of article views required before an article is flagged as outdated

Archive all articles that have not been viewed in the last 30 days

Assign a dedicated knowledge manager to review and update articles on a schedule

Restrict article editing to only the original author

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Domain 4Objective 2

Given Business Process Requirements, Determine the Appropriate Approach to Manage Knowledge Adoption and Maintenance. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 7)

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 31–33

31expert · hard
A knowledge manager is reviewing adoption metrics and sees that article views are high, but the percentage of cases with attached articles is low. Agents report that articles are useful but they forget to attach them. Which combination of actions would best improve adoption?
Select an answer first
32expert · hard
A knowledge manager is planning a maintenance strategy for a library with 5,000 articles. The company has a small team and a strict compliance requirement that articles related to regulated products be reviewed monthly. Other articles can be reviewed less frequently. Which approach best meets the compliance requirement while managing limited resources?
Select an answer first
33application · medium
A company has a knowledge base with articles owned by subject matter experts, but many articles are outdated because the owners are too busy to review them. Which governance change would most likely improve maintenance?
Select an answer first

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Given Business Process Requirements, Determine the Appropriate Approach to Manage Knowledge Adoption and Maintenance. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 7)

Questions 31–33

A knowledge manager is reviewing adoption metrics and sees that article views are high, but the percentage of cases with attached articles is low. Agents report that articles are useful but they forget to attach them. Which combination of actions would best improve adoption?

A company has a knowledge base with articles owned by subject matter experts, but many articles are outdated because the owners are too busy to review them. Which governance change would most likely improve maintenance?

Keep studying — KNOWLEDGE MANAGEMENT