BA-201 · Question #320
Universal Containers has a Salesforce Knowledge base solution; however support agents have indicated that the system has duplicate knowledge articles. The agents have requested a feature that allows…
The correct answer is A. Ask the support manager to wait until the idea is released. When a Salesforce IdeaExchange feature that directly meets a requirement is already in beta testing and scheduled for general availability in the next release, the most practical recommendation is to wait for the official release. Waiting avoids the cost, maintenance burden…
Question
Universal Containers has a Salesforce Knowledge base solution; however support agents have indicated that the system has duplicate knowledge articles. The agents have requested a feature that allows them to compare articles side-by-side and merge the articles. While researching solution option, the business analyst (BA) noticed an idea in the Salesforce IdeaExchage that directly addresses this requirement. The idea is in beta testing and will generally available in the next release. What should the BA suggest?
Options
- AAsk the support manager to wait until the idea is released.
- BAsk the Salesforce Account Executive to release the idea early.
- CAsk the development team to build a custom solution based on the idea.
How the community answered
(65 responses)- A75% (49)
- B8% (5)
- C17% (11)
Explanation
When a Salesforce IdeaExchange feature that directly meets a requirement is already in beta testing and scheduled for general availability in the next release, the most practical recommendation is to wait for the official release. Waiting avoids the cost, maintenance burden, and technical debt of a custom-built solution (C) that would likely need to be retired once the native feature is released. Pressuring the Salesforce Account Executive to release beta functionality early (B) is inappropriate and could introduce instability into the production org.
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