ADM-201 · Question #392
Customer service accesses articles with the Knowledge Lightning component on the Service Cloud Console. Billing department users would like similar functionality on the case record without using the c
The correct answer is D. Add the knowledge related list to the record page. To enable similar Knowledge article functionality on case records outside the console, the administrator should add the Knowledge related list to the Lightning record page.
Question
Customer service accesses articles with the Knowledge Lightning component on the Service Cloud Console. Billing department users would like similar functionality on the case record without using the console. How should the administrator configure this request?
Options
- AAdd the knowledge component to the page layout.
- BAdd the Knowledge component list to the page layout.
- CAdd the Knowledge related list to the page layout.
- DAdd the knowledge related list to the record page
How the community answered
(43 responses)- A9% (4)
- B16% (7)
- C2% (1)
- D72% (31)
Why each option
To enable similar Knowledge article functionality on case records outside the console, the administrator should add the Knowledge related list to the Lightning record page.
Adding a generic 'knowledge component' to a traditional page layout does not provide the specific list-based functionality for related articles required in Lightning Experience.
To display a related list of Knowledge articles directly on a Lightning record page, such as a Case record page, the administrator must add the 'Knowledge' related list component (or a similar custom component) to the page using the Lightning App Builder.
Concept tested: Lightning Record Page Configuration (Knowledge Component)
Source: https://help.salesforce.com/s/articleView?id=sf.knowledge_enable_lightning.htm&type=5
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