ADM-201 Question #145: Real Exam Question with Answer & Explanation

Question

What are two features of Knowledge? Choose 2 answers

Options

• AKnowledge articles are always publicly available for customers.
• BKnowledge articles integrate with Service Console.
• CUsers can rate the helpfulness of articles.
• DAny user can write and publish articles.

Explanation

Salesforce Knowledge articles can be published to be publicly available for customers, and they include functionality allowing users to rate their helpfulness.

Common mistakes.

• B. While Knowledge articles are heavily utilized within the Service Console by support agents, this describes a use case for internal users rather than a direct inherent feature of the article's public or end-user interaction experience compared to its ability to be publicly shared and rated.
• D. Not any user can write and publish articles; publishing requires specific permissions and typically involves a review and approval process within a knowledge management workflow.

Concept tested. Salesforce Knowledge Features

Reference. https://help.salesforce.com/s/articleView?id=sf.knowledge_publish.htm&type=5

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