Knowledge Management12% of the exam
Knowledge for reps, self-service sites and agents
How to deliver Knowledge where it's used: the Knowledge component and article suggestions on cases, inserting article content or sharing URLs, search tuning, creating articles from cases, channel visibility for help centers and Experience Cloud sites, grounding Agentforce agents with Answer Questions with Knowledge and data libraries, and measuring article use.
Given a set of requirements, determine how to configure knowledge to deliver service support and self-service processes.
~7 min read · 14 practice questions ·
What the exam expects
- Put Knowledge on the case: the Knowledge component, Suggested Articles versus Einstein Article Recommendations, and the case fields suggestions use.
- Choose between inserting article content into a channel and sharing an article URL, including internal articles.
- Tune search with synonyms, promoted search terms and an understanding of ranking.
- Create articles from cases in Lightning Experience.
- Expose articles to the right channel and self-service site, and ground Agentforce agents in Knowledge safely.
- Measure which articles are used and how readers rate them.
Key terms:
- Knowledge component: the case-page panel for suggestions, search, attach and follow.
- Communication channel mapping: chooses which article fields go into email, chat, messaging or social.
- Promoted search term: a keyword that puts one article first in results.
- Channel visibility: internal app, customer, partner and public knowledge base checkboxes on an article.
- Answer Questions with Knowledge: the standard agent action that answers from articles and uploaded files.
Key facts
Suggestion fields
- Detail
- Subject by default; up to five short text fields; first 255 characters searched
Follow articles
- Detail
- Requires feed tracking
Recommendation model
- Detail
- Built on case history from the last two years; customizable
Inserted content
- Detail
- Plain text only in social, chat and messaging
Macros
- Detail
- Can't be used with Knowledge articles
Public Knowledge Base package
- Detail
- Not usable with Lightning Knowledge
Agent file uploads
- Detail
- Text or HTML up to 4 MB; PDF up to 100 MB
Data library cost
- Detail
- Requires Data 360; consumes Data 360 credits
Sources for this section (7)
- Knowledge Settingshelp.salesforce.com (opens in a new tab)
- Knowledge Componenthelp.salesforce.com (opens in a new tab)
- Einstein Article Recommendationshelp.salesforce.com (opens in a new tab)
- Insert Articles into Channelshelp.salesforce.com (opens in a new tab)
- Lightning Knowledge Limitationshelp.salesforce.com (opens in a new tab)
- Answer Questions with Knowledgehelp.salesforce.com (opens in a new tab)
- Create a Data Libraryhelp.salesforce.com (opens in a new tab)
- Why would Einstein Article Recommendations beat keyword suggestions for an org with years of attached articles?
- When should you set up Lightning Knowledge relative to the Experience Builder site setup flow?
- Which permission lets a rep insert an internal-only article's content into a customer email?
- What makes one of two near-identical articles rank higher with no promoted term?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Agentforce Service Consultant pack
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 21 lessons of the Agentforce Service Consultant guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (14 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
- Unlimited timed practice exams