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Question 175 - Certified Advanced Administrator (CRT-211) discussion

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Universal Containers' support team wants to use Salesforce Knowledge to allow customers and the support team to have access to the product documentation. There are many different types of documentation with usage across the globe.

What feature should the administrator configure?

A.
Enable the Case Feed.
Answers
A.
Enable the Case Feed.
B.
Create article types.
Answers
B.
Create article types.
C.
Define data categories and visibility.
Answers
C.
Define data categories and visibility.
D.
Setup record types and page layouts.
Answers
D.
Setup record types and page layouts.
Suggested answer: C

Explanation:

Data categories and visibility are features that allow you to organize and control access to your Salesforce Knowledge articles based on different topics or criteria. Data categories are logical groupings of articles that reflect your business needs and processes. You can create a data category group and assign it to one or more article types, and then create data categories and subcategories within that group. Data category visibility is a setting that determines which data categories users can access based on their profiles or permission sets. You can use data categories and visibility to provide relevant and appropriate product documentation to your customers and support team.

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

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asked 23/09/2024
Francesco D'Agostino
35 questions
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