Understand the Key Factors to Consider When Implementing a Knowledge Data Migration Strategy (NOTE: First Time Out, Migrating from an External Knowledge Solution). AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 3)

Questions 11–15

1. 11expert · hard

   A global company is migrating knowledge articles from an external system. The external system contains articles in multiple languages, some of which are outdated and have not been updated in over five years. The company has strict data retention policies that require deletion of outdated content. What should the consultant do first?

   • ATranslate all articles into English before migration to standardize content.
   • BImmediately decommission the external system to prevent access to outdated content.
   • CPerform a content audit to identify outdated and obsolete articles that should be excluded from the migration.
   • DMigrate all articles, including outdated ones, to ensure no knowledge is lost.
   Reveal Solution Discussion Select an answer first
2. 12application · medium

   A company is migrating knowledge articles from an external system that stores articles in a proprietary rich-text format. The articles contain tables, images, and embedded videos. The company wants to ensure that the articles display correctly in Salesforce Knowledge. What should the consultant plan for?

   • AUsing the Salesforce Lightning Knowledge API to automatically convert the format.
   • BConverting the proprietary format to HTML and validating that all elements render correctly.
   • CAsking users to manually copy and paste content into Salesforce.
   • DUploading the proprietary files as attachments to the articles.
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4. 13application · medium

   During a knowledge migration, the consultant discovers that the external system uses a flat folder structure for article categorization, while Salesforce Knowledge uses data categories with a hierarchical structure. What is the first step the consultant should take?

   • ACreate a mapping document that translates each external folder to a Salesforce data category.
   • BAsk the business to redesign the external folder structure to match Salesforce data categories.
   • CImport all articles without categories and assign them later manually.
   • DUse the Salesforce standard article type 'FAQ' for all articles to avoid category mapping.
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5. 14application · medium

   During a knowledge migration, the consultant needs to ensure that only certain user groups can access specific article categories. In the external system, access was controlled by user roles. What should the consultant do in Salesforce?

   • AMap external roles to Salesforce profiles and use data category visibility settings to control access.
   • BCreate a separate Salesforce org for each user group to isolate access.
   • CUse sharing rules on article records to grant access based on roles.
   • DAssign all users the same profile and rely on article status to control visibility.
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6. 15foundation · easy

   When migrating knowledge articles from an external system to Salesforce Knowledge, what is the purpose of mapping data fields and taxonomy?

   • ATo identify which users should have access to knowledge
   • BTo determine the number of articles that need to be migrated
   • CTo ensure that external fields and categories align with Salesforce Knowledge object fields and data categories
   • DTo decide which migration tool to use
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