Service-Cloud-Consultant Exam Dumps | UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support

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Question 20/117

UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?

A. Assign team-based roles to the associated product article types

B. Assign team-based profiles to the associated product article types

C. Assign team-based roles to the associated product data category value

D. Assign team-based profiles to the associated product data category value

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Piotr - Jan 08, 2025

Both C and D seem to be correct but C - roles are mentioned in a help document as an approach to solve this: https://help.salesforce.com/s/articleView?id=000387727&type=1

2. Secure Access to Articles with your Data Categories

Data categories are also used to secure the access to the knowledge base through Data Category Visibility Settings which you can set at the role level (you can also set some default ones). These settings allow you to restrict the access to a sub-tree of a data category group or even to forbid access to an entire data category group.

Pera - Sep 30, 2024

The correct answer is C, not D. Contact Center Agents can share the same profile (Contact Center Agent), while they can hold different roles for different product category support.

Question 20/117

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