PLAT-ADMN-201 · Question #103
What are two capabilities of Salesforce Knowledge? Choose 2 answers.
The correct answer is A. Users can rate the helpfulness of articles B. Knowledge articles integrate with Service Console. Salesforce Knowledge offers capabilities such as user ratings for article helpfulness and seamless integration with the Service Console to assist agents.
Question
Options
- AUsers can rate the helpfulness of articles
- BKnowledge articles integrate with Service Console.
- CKnowledge articles are always publicly available for customers.
- DAny user can write and publish articles.
How the community answered
(23 responses)- A87% (20)
- C4% (1)
- D9% (2)
Why each option
Salesforce Knowledge offers capabilities such as user ratings for article helpfulness and seamless integration with the Service Console to assist agents.
Salesforce Knowledge allows users to rate articles, providing valuable feedback that helps administrators assess content quality and identify areas for improvement.
Knowledge articles are designed to integrate directly with the Salesforce Service Console, enabling support agents to quickly search for, access, and share relevant information with customers during service interactions.
Knowledge articles are not always publicly available; their visibility can be configured using data categories and permissions to be public, private, or internal-only.
Only users with specific Knowledge user licenses and appropriate permissions (e.g., via profile or permission set) can write and publish articles, not just any user.
Concept tested: Salesforce Knowledge capabilities
Source: https://help.salesforce.com/s/articleView?id=sf.knowledge_whatis.htm&type=5
Topics
Community Discussion
No community discussion yet for this question.