What is the benefit of enabling Salesforce Knowledge for a Customer Community?

Customers can see internal notes and drafts.

Customers can search for and read published articles to find answers themselves.

Customers can edit existing articles to correct errors.

Customers can create and publish their own articles.

How can Salesforce Knowledge be used within a case to help an agent resolve a customer issue?

By allowing customers to edit articles directly from a case.

By automatically creating a case from an article.

By displaying recommended articles related to the case subject or description.

By sending an email to the customer with the article attached.

A company wants to reduce the number of repetitive support cases by allowing customers to find answers themselves. They plan to use Salesforce Knowledge. What is the primary benefit of using Knowledge for this purpose?

It replaces the need for a case management system.

It provides a centralized repository of solutions that can be published to a self-service portal.

It guarantees a reduction in case volume.

It automatically resolves cases without agent intervention.

Which action can a user with the 'Manage Articles' permission perform on a knowledge article?

Create, edit, and delete articles.

Only approve articles for publishing.

SalesforceCertified Administrator

Domain 6Objective 3

Describe the Capabilities of Salesforce Knowledge. PLATFORM-ADMINISTRATOR Practice Questions (Page 4)

Part of the SERVICE AND SUPPORT APPLICATIONS domain, which accounts for 12% of the PLATFORM-ADMINISTRATOR exam.

30questions here

6free pages

8concepts

12%of the exam

Questions 16–20

16foundation · easy
What is the benefit of enabling Salesforce Knowledge for a Customer Community?
Select an answer first
17foundation · easy
How can Salesforce Knowledge be used within a case to help an agent resolve a customer issue?
Select an answer first
18application · medium
A company wants to reduce the number of repetitive support cases by allowing customers to find answers themselves. They plan to use Salesforce Knowledge. What is the primary benefit of using Knowledge for this purpose?
Select an answer first
19foundation · easy
Which action can a user with the 'Manage Articles' permission perform on a knowledge article?
Select an answer first
20foundation · easy
Which key feature of Salesforce Knowledge allows the same content to be presented in different languages?
Select an answer first

Finished these 5 questions?

Review the revealed explanations, or continue through the curriculum.

Next 5 questions →Back to PLATFORM-ADMINISTRATOR

Free Basic Practice is a study aid with revealable answers — not a scored exam. Examers.io is independent and not affiliated with or endorsed by Salesforce. “PLATFORM-ADMINISTRATOR” is a trademark of its owner, used for identification only.