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Question 236 - Certified Administrator discussion

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Customer service accesses articles with the Knowledge Lightning component on the Service Cloud Console. Billing department users would like similar functionality on the case record without using the console.

How should the administrator configure this request?

A.
Add the knowledge component to the page layout.
Answers
A.
Add the knowledge component to the page layout.
B.
Add the Knowledge component list to the page layout.
Answers
B.
Add the Knowledge component list to the page layout.
C.
Add the Knowledge related list to the page layout.
Answers
C.
Add the Knowledge related list to the page layout.
D.
Add the knowledge related list to the record page
Answers
D.
Add the knowledge related list to the record page
Suggested answer: C

Explanation:

The Knowledge Lightning component is a component that allows users to access articles from the Service Cloud Console app. However, if users want to access articles from a different app that does not use the console, they can use the Knowledge related list instead. The Knowledge related list shows articles related to a record based on data categories and shows article details such as title, summary, rating, and view count. To add the Knowledge related list to a record page, an administrator can use the page layout editor and drag and drop the Knowledge related list to the appropriate section on the page layout.

Reference: https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_component.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.knowledge_related_list.htm&type=5

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asked 23/09/2024
Jason Content
25 questions
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