Service-Con-201 Knowledge Management Practice Question
Universal Containers is implementing Salesforce Knowledge and wants to ensure that agents can easily find articles matching the exact context of an open case. Which TWO features of the Knowledge component in Lightning Experience should the administrator configure to support this? Choose 2 answers.
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
✓
Enable automatic search based on case fields such as Subject and Description.
Lightning Knowledge component features like automatic search based on case subject/description and data category mapping help agents find relevant articles efficiently.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Embed a Lightning Flow on the utility bar to prompt agents for manual keyword entry.
Why it's wrong here
Manual keyword entry prompts defeat the purpose of automated contextual search in the Lightning Knowledge component.
- ✓
Enable automatic search based on case fields such as Subject and Description.
Why this is correct
Automatic search queries Knowledge as soon as a case opens using case field values, saving agents manual typing time.
- ✓
Configure data category mappings to automatically filter articles based on case field values.
Why this is correct
Data category mappings restrict search results to categories relevant to the case's attributes.
- ✗
Set up Omni-Channel Skills-Based Routing to push relevant articles directly to agent work tabs.
Why it's wrong here
Skills-Based Routing routes work items (like cases) to agents based on skills, not articles.
- ✗
Create a custom Salesforce Console Navigation rule to open articles in primary tabs instead of subtabs.
Why it's wrong here
Console navigation rules control tab behavior, not article search relevance.
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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.