ADM-201 · Question #72
In which two ways should Knowledge articles be used? Choose 2 answers
The correct answer is B. To display for customer self-service D. To display Salesforce Solutions. Salesforce Knowledge articles are primarily utilized for customer self-service through various portals and communities. They also serve the function of providing solutions, similar to the legacy Salesforce Solutions feature.
Question
In which two ways should Knowledge articles be used? Choose 2 answers
Options
- ATo resolve customer cases
- BTo display for customer self-service
- CTo display Salesforce Answers
- DTo display Salesforce Solutions
How the community answered
(36 responses)- A6% (2)
- B92% (33)
- C3% (1)
Why each option
Salesforce Knowledge articles are primarily utilized for customer self-service through various portals and communities. They also serve the function of providing solutions, similar to the legacy Salesforce Solutions feature.
While Knowledge articles are crucial *resources* that support agents use to resolve cases efficiently, they are not themselves the *action* of resolving a case.
Knowledge articles are a cornerstone for enabling customer self-service, allowing users to independently find answers to common questions via public knowledge bases, communities, or customer portals.
Salesforce Answers is a community feature where users post questions; while Knowledge articles can be referenced or linked within Answers, they are not directly displayed *as* Salesforce Answers.
Salesforce Knowledge articles function as a repository for informational solutions, fulfilling the role previously held by the 'Salesforce Solutions' feature, which aimed to provide answers and best practices.
Concept tested: Salesforce Knowledge Use Cases
Source: https://help.salesforce.com/s/articleView?id=sf.knowledge_whatis.htm&type=5
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