Service-Con-201 Knowledge Management Practice Question
Universal Containers uses data categories to organize its knowledge base. Which TWO best practices should the consultant follow when designing the data category hierarchy? (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
✓
Keep the category hierarchy relatively shallow (ideally 3 levels or fewer) to make navigation intuitive for agents and customers.
Data category design should remain shallow to avoid user fatigue and respect platform limits.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Ensure all data categories are set to 'Private' organization-wide by default.
Why it's wrong here
Incorrect. Sharing models do not apply to data categories in that manner.
- ✓
Keep the category hierarchy relatively shallow (ideally 3 levels or fewer) to make navigation intuitive for agents and customers.
Why this is correct
Correct. Shallow hierarchies improve usability and search filtering.
- ✗
Mirror the exact organizational chart of the HR department into category groups.
Why it's wrong here
Incorrect. Category groups should reflect content topics and products, not internal org charts.
- ✗
Create a separate category group for every individual article record in the org.
Why it's wrong here
Incorrect. Category groups classify categories, not individual records.
- ✓
Limit the number of active category groups to align with business needs and platform limits (max 3 active groups).
Why this is correct
Correct. The platform supports a maximum of 3 active category groups.
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.