Describe the Capabilities of Salesforce Knowledge. PLATFORM-ADMINISTRATOR Practice Questions (Page 2)

Questions 6–10

1. 6foundation · easy

   What is the primary purpose of Salesforce Knowledge?

   • ATo create and manage a centralized repository of articles that can be used to provide consistent answers to customers and internal users.
   • BTo track customer satisfaction scores and survey responses.
   • CTo provide a real-time chat interface for support agents to communicate with customers.
   • DTo automate the creation of cases from inbound emails and web forms.
   Reveal Solution Discussion Select an answer first
2. 7application · medium

   A support agent is searching for an article but cannot find it, even though the agent knows it exists. The article is published and the agent has the 'View Articles' permission. What could be the reason?

   • AThe article's data category is not visible to the agent's profile.
   • BThe article is in 'Draft' status.
   • CThe article is assigned to a different owner.
   • DThe agent is not using the correct search syntax.
   Reveal Solution Discussion Select an answer first
4. 8foundation · easy

   How do users typically search for knowledge articles in Salesforce?

   • ABy using the global search box or the Knowledge tab search bar.
   • BBy sending an email to a designated knowledge manager.
   • CBy querying a SQL database directly.
   • DBy browsing a folder structure similar to a file system.
   Reveal Solution Discussion Select an answer first
5. 9application · medium

   A company wants to display relevant knowledge articles directly on the case page so agents can quickly find solutions while working on a case. Which feature should the administrator enable?

   • AA custom link to the Knowledge tab
   • BKnowledge search on the case feed
   • CEinstein Article Recommendations
   • DA workflow rule to send an email with article links
   Reveal Solution Discussion Select an answer first
6. 10foundation · easy

   What is the purpose of the publishing process in Salesforce Knowledge?

   • ATo assign an article to a specific owner.
   • BTo permanently delete an article from the system.
   • CTo make a draft article visible to the intended audience, such as agents or customers.
   • DTo create a translated version of an article.
   Reveal Solution Discussion Select an answer first