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Question 162 - Certified User Experience Designer discussion

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Cloud Kicks' digital support representatives have different needs and requirements for Knowledge articles than customers. Customers need to see:

* Some Knowledge articles, not all

* Articles organized in different categories

* Different fields than support representatives

Which consideration should be made when determining how to present Knowledge articles to each audience?

A.
Separate articles should be written for each audience, with only relevant information.
Answers
A.
Separate articles should be written for each audience, with only relevant information.
B.
Page layouts or permissions can display only the fields needed for each audience.
Answers
B.
Page layouts or permissions can display only the fields needed for each audience.
C.
Topics within a customer site must be organized the same as internal data categories.
Answers
C.
Topics within a customer site must be organized the same as internal data categories.
Suggested answer: B

Explanation:

The best way to present Knowledge articles to different audiences is to use page layouts or permissions to display only the fields needed for each audience. This way, the same article can be reused for both internal and external users, but with different levels of detail and visibility. Page layouts can control which fields are shown on the article detail page, and permissions can control which fields are searchable and editable. This is more efficient and consistent than writing separate articles for each audience, which would require more maintenance and duplication. Topics and data categories are different ways of organizing articles, but they do not affect the fields that are displayed. Topics are used for external sites, such as communities or portals, and data categories are used for internal sites, such as the Salesforce app. They can be mapped to each other, but they do not have to be organized the same way.Reference:

5 Best Practices for Salesforce Knowledge

The Ultimate Guide to Salesforce Knowledge

How to Write a Good Knowledge Base Article

Prepare Your Salesforce Knowledge Base

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asked 23/09/2024
louishn vn
33 questions
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