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SALESFORCE ADM CERT > Knowledge Basics for Lightning Experience > Flashcards

Knowledge Basics for Lightning Experience Flashcards

1
Q

Describe a knowledge base

A

A guide for customers that is built from knowledge articles written by Experienced service agents to address issues and FAQ’s

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2
Q

Enabling Lightning Knowledge changes your org’s data model to use _________types rather than article types.

A

record

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3
Q

After you enable Lightning Knowledge, you can’t ____________it.

A

disable

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4
Q

Before enabling Lightning Knowledge, orgs with multiple articles types require _______ migration to consolidate article types.

A

data

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5
Q

What are some of the benefits of a knowledge base

A

Eliminate redundancy in responses to questions

Customers are able to find answers quick

Reduces call volume

Allows customer service reps to focus on new issues.

Increases Agent Productivity

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6
Q

Knowledge is integrated with _____________rules, permissions, and administration tools, manageable in one place.

A

Salesforce

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7
Q

What are the tools available in the knowledge base pane?

A

Search for articles

Create an article

Sort your search results( can be sorted a-z or by published date)

View details about each article

Work with the article(click the menu to interact with the article, depending on the article’s permissions can edit, publish, archive, attach, detach, follow, or insert the article into an email.)

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8
Q

What are the 3 considerations to be made when designing the knowledge base for your org?

A

Gather the Right Information for Knowledge

Organize Information for Knowledge

Determine Who Does What for Knowledge(determining who read-only or write access)

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9
Q

How should the info be Organized for Knowledge?

A

Identify synonyms for search terms, for example linking and attaching.

By product type

By teams

By categories

By geographic area

Set data category visibility on profiles

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10
Q

All __________users can view knowledge articles by default.

A

internal

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11
Q

How do you Determine Who Does What for Knowledge?

A

Who need to Readers only (ex new employees)

Who can be Contributors( ex. Advanced Knowledge users, can create, edit, and publish)

Knowledge admin-( Knowledge admins know when to retire or delete articles.)

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12
Q

What permission is needed Readers only?

A

Read Knowledge permission

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13
Q

What permission is needed Contributors?

A

Manage Article permission and Read, Create, Edit, and Publish Knowledge permissions.

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14
Q

What permission is needed Knowledge admin?

A

Manage Article permission and Read, Create, Edit, Archive, Publish, and Delete Knowledge permissions.

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15
Q

What info should be gathered when designing knowledge ?

A

FAQs,
procedures,
product manuals,
guidelines.

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16
Q

All internal users can read articles without a special

A

license

17
Q

What kind of license is needed to create knowledge articles?

A

Service Essentials

Lightning Knowledge User licenses(included in service essentials)

18
Q

How is a USER assigned a License ?

A 
SET UP>
QF "USER">
SELECT THE USER>
EDIT>
CHECK KNOWLEDGE USER>
SAVE
19
Q

In order for an user to be able to use Knowledge base, what are the three things required?

A

Assign Knowledge Licenses to Users

Enable Knowledge

Set Up Knowledge with a Guided Flow

20
Q

How do you Enable Knowledge?

***MUST BE A Knowledge administrator with the proper permissions to enable Knowledge.

A

SET UP>
QF “Knowledge Settings>
Enable Lightning Knowledge.>

21
Q

The Knowledge tab will be available to all ____________profiles

A

standard

22
Q

Enabling Salesforce Knowledge is

A

Irreversible

23
Q

The Knowledge Setup Flow can be used to automatically

A

enable Knowledge

assign licenses to article authors

set up data groups and categories

24
Q

How do you activate the Knowledge base for lightning ?

A

SERVICE setup>
Knowledge setup tile >
a guided tour will help you set up >
Finish/Publish

25
Q

How do an USER Create Knowledge Articles?

A

Service console>

Knowledge>

26
Q

How do you get knowledge to appear under Global actions (on the service console app)

*note this is irreversible

A

Service Setup>
knowledge settings>
edit>
select all that applies( including Enable Lightning Knowledge)

SALESFORCE ADM CERT (29 decks)

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