Service-Con-201 Service Cloud Solution Design Practice Question
A support agent needs to search for a customer's previous cases and associated knowledge articles from a single unified search interface in the Service Console. Which TWO features should the consultant configure? (Choose two.)
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Global Search search bar configured with object weightings and search layouts
Global Search and Knowledge search widgets provide unified search capabilities in the console.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Chatter user directory search filters
Why it's wrong here
Chatter directory search only searches internal user profiles.
- ✓
Global Search search bar configured with object weightings and search layouts
Why this is correct
Global search allows searching across cases, contacts, and articles simultaneously.
- ✗
Custom Visualforce page with raw SQL database queries
Why it's wrong here
Custom SQL queries are unsupported in Salesforce and violate platform standards.
- ✓
Knowledge component enabled on the Case Lightning Record Page
Why this is correct
The Knowledge component provides article search directly within the record workspace.
- ✗
Static CSV list view exports
Why it's wrong here
Static CSVs do not provide live, unified search functionality.
About these practice questions
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official Salesforce exam blueprint
This Service-Con-201 practice question is part of Courseiva's free Salesforce certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the Service-Con-201 exam.