(Service and support applications 13%) describe the capabilities of salesforce knowledge

Question 1

capabilities of salesforce knowledge

Answer 1

data categories, data category groups, workflow and approval, knowledge article availability, article lifecycle management, article types & record types.

Question 2

data categories

Answer 2

Capability of salesforce knowledge: Categories can be created to classify and organize articles, making them easier to find. Data categories can also be used to control visibility to articles

Question 3

data category groups

Answer 3

Capability of salesforce knowledge: Category groups can be created to organize data categories into a hierarchy.

Question 4

workflow and approval

Answer 4

Capability of salesforce knowledge: workflow rules and approval processes can be defined for the publishing process.

Question 5

knowledge article availability

Answer 5

Capability of salesforce knowledge: Available internally for search and can be attached to cases. Available externally in communalities or public website.

Question 6

article lifecycle management

Answer 6

Capability of salesforce knowledge: Lifecycle features support includes article creation, review and approval, publishing, updating, consumption, feedback and archiving/deletion.

Question 7

article types & record types

Answer 7

Capability of salesforce knowledge: Article types (salesforce classic) and record types (lightning Experience) define the structure and format of articles

Question 8

what is salesforce knowledge?

Answer 8

allows for creating and managing a knowledge base of articles that can be used to help solve customer problems or questions

Question 9

what is lightning knowledge?

Answer 9

is used to manage a knowledge base in lightning experience.

Question 10

what user license is required to set up salesforce knowledge?

Answer 10

knowledge user

Question 11

is a license required for users to view knowledge articles?

Answer 11

no

Question 12

where can salesforce knowledge be enabled?

Answer 12

knowledge settings in setup

Question 13

what is knowledge one settings in knowledge settings?

Answer 13

knowledge one is a widget that can be plugged in to salesforce service or sales console. It lets users search, send, and create articles, all without leaving the case

Question 14

what happens if you enable mult language settings in knowledge settings?

Answer 14

if multiple languages is enabled, reverting to a single language is not possible, lightning knowledge can’t be used as well.

Question 15

share article via URL settings in knowledge settings?

Answer 15

allows users to share articles on a public knowledge base

Question 16

what does setting up lightning knowledge require?

Answer 16

creating knowledge record types, customizing record type page layouts, setting access for knowledge users.

Question 17

knowledge record types

Answer 17

In Lightning Experience, record types are used in replacement of the classic article types to define the format of different types of content, such as FAQs or Product Information.

Question 18

Knowledge Page Layouts

Answer 18

Page layouts are assigned to record types to specify the record fields and layout that will fit an article record type.

Question 19

Lookup Fields for Article Versions

Answer 19

Lightning Knowledge allows linking article versions to objects such as leads and custom objects

Question 20

can you have a lookup relationship between a object and a knowledge object?

Answer 20

yes

Question 21

lookup field allows for what with the knowledge object?

Answer 21

allows relating a specific record to an article associated with the knowledge object.

Question 22

what happens to the lookup when a new article version is published

Answer 22

the lookup relationship stays connected to that version

Question 23

What does migration do in the lightning knowledge migration tool?

Answer 23

Migration allows moving all the content in the existing classic knowledge base to lightning knowledge

Question 24

Lightning knowledge migration tool

Answer 24

considerations, best practice, activation, files, article types mapping

Question 25

knowledge lifecycle

Answer 25

create, reassign, publish, update, archive, delete

Question 26

where are knowledge articles managed?

Answer 26

knowledge articles are managed on the lightning knowledge home page

Question 27

knowledge action buttons perform what function

Answer 27

perform different single or mass actions from the knowledge home list view

Question 28

knowledge action button: new

Answer 28

a button that can be used to create a new article

Question 29

knowledge action button: publish

Answer 29

A button used for publishing one or multiple article drafts

Question 30

knowledge action button: assign

Answer 30

Users or groups can participate in the article publishing process when they are assigned to an article. Assign button can perform a single or mass assignment

Question 31

knowledge action button: change owner

Answer 31

Ownership of draft, published, and archived articles can be transferred

Question 32

knowledge action button: archive

Answer 32

A button that can be used to archive a published article

Question 33

knowledge action button: delete article

Answer 33

A button that can be used for deleting an archived article

Question 34

knowledge action button: restore

Answer 34

Restore button can put back a draft from an archived article. The latest and past versions of an archived article can be restored.

Question 35

knowledge action button: delete draft

Answer 35

A button that can permanently delete drafts of master-language or translated articles. Deleted drafts can no longer be recovered

Question 36

article creation

Answer 36

articles can be created manually or through mass imports.

Question 37

create manually

Answer 37

an article can be created from the knowledge object home page by clicking the new button and supplying necessary field data

Question 38

mass import

Answer 38

a maximum of 9.99 articles and translations can be imported at the same time per operation through the import article tool.

Question 39

what is an article comprised of?

Answer 39

several standard fields, that display the basic information properties, visibility, and assignment details

Question 40

custom or standard article fields can be added and sectioned in the

Answer 40

knowledge page layout to have a finer view of the most important information

Question 41

custom rich text area field

Answer 41

can be created and added to the page layout to provide a range of formatting options when users create article content

Question 42

quick text

Answer 42

predefined text into articles allowing users to save time and increase standardization. Example are short notes, greetings, and FAQs

Question 43

how can knowledge be imported into salesforce knowledge

Answer 43

+ preparing a CSV file for an article record type,
+setting article import parameters,
+creating a Zip file with .parameters, .csv, and html files
+uploading the file to salesforce knowledge by navigating to ‘import articles’ in setup

Question 44

knowledge article channels

Answer 44

salesforce knowledge articles can be published in different channels, internal app, customers, partners, public knowledge base

Question 45

what are some considerations when deleting and archiving articles from the knowledge base?

Answer 45

1. a published article must be first archived or be edited as a draft before it can be deleted
2. deleted drafts can no longer be retrieved
3. deleted articles and translations are moved to the recycle bin
4. a single deleted translation cannot be stored
5. deleting an article or translation may fail if another user or the system simultaneously modifies it during deletion.

Question 46

categories, and category groups can be used to organize and control access to

Answer 46

knowledge articles

Question 47

data categories

Answer 47

data categories can be used in salesforce knowledge to help organize and find articles

Question 48

how can data categories be used to control access to a particular set of articles by mapping

Answer 48

roles, permission sets, profiles to categories in the category groups

Question 49

category group

Answer 49

acts as a container for multiple data categories, and it’s possible to assign more than one data category to a salesforce knowledge article

Question 50

category group visibility

Answer 50

data category visibility determines the individual data categories, categorized articles and categorized questions that user can see

Question 51

where can category group visibility settings be defined in?

Answer 51

profiles, roles or permission sets

Question 52

three types of of visibility that can be set for data categories

Answer 52

all categories: all categories are visible, none: no categories are visible, custom: selected categories visible

Question 53

set data category visibility

Answer 53

category group visibility settings, can be defined to specify which data categories within a category groups should be accessible to users

Question 54

data category mapping

Answer 54

case fields can be mapped to data categories in order to filter articles that are assigned to those data categories

Question 55

advantage of data category mapping

Answer 55

makes suggested articles more relevant when solving cases

Question 56

how can case fields be mapped to data categories?

Answer 56

by navigating to data category mappings in setup

Question 57

is it possible to choose which case fields map to which data categories?

Answer 57

yes, only text and picklist fields are supported.

Question 58

impact on search of data category mapping

Answer 58

filters are applied after knowledge search and only to articles returned in the search, but only the initial pool of article results.

Question 59

knowledge article functionalities

Answer 59

+search for articles
+attach a relevant article to a case
+send an article to customers as a link

Question 60

can you use global search in the knowledge component?

Answer 60

yes

Question 61

the knowledge component can be used to do what in articles?

Answer 61

article search, attach an article to ( or remove from ) a case, follow, and unfollow articles

Question 62

automated article suggestions can be viewed from where?

Answer 62

the knowledge component

Question 63

what must be true for an article to be linked to a record

Answer 63

a lookup relationship must have been created between lead and knowledge