Service-Con-201 Knowledge Management Practice Question
Universal Containers wants agents to provide feedback on Knowledge articles directly from the article view page in the console, indicating whether the article was helpful or not. How should the consultant enable this?
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 Article Feedback in Knowledge Settings and add the feedback component to the article page layout.
Article feedback can be enabled in Knowledge Settings, allowing users to submit thumbs up/down or comments on articles.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Enable Chatter Questions on the Knowledge article feed.
Why it's wrong here
Incorrect. Chatter questions are for community collaboration, not native article feedback.
- ✗
Create a custom object linked to Knowledge and place a related list on the page layout.
Why it's wrong here
Incorrect. Salesforce provides native article feedback features without requiring custom objects.
- ✓
Enable Article Feedback in Knowledge Settings and add the feedback component to the article page layout.
Why this is correct
Correct. Enabling article feedback in Setup activates the feedback mechanism for users.
- ✗
Configure Case milestones to prompt agents for article ratings upon case closure.
Why it's wrong here
Incorrect. Milestones track time-dependent steps, not article feedback.
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.