Service-Con-201 Knowledge Management Practice Question
Universal Containers wants to ensure that support agents can attach Knowledge articles to Cases via email responses to customers. How can this requirement be met?
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
✓
Use the 'Insert Article' action within the Email action toolbar in the Case feed.
Agents can insert article content or send article links directly from the email action in the Case feed when communicating with customers.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Use the 'Insert Article' action within the Email action toolbar in the Case feed.
Why this is correct
Correct. The email composer in the case feed includes an option to insert article text or links.
- ✗
Configure Workflow email alerts to automatically attach matching knowledge articles.
Why it's wrong here
Incorrect. Workflow email alerts cannot dynamically attach full article text based on relevance.
- ✗
Copy and paste the article HTML source code from the article management tab.
Why it's wrong here
Incorrect. Manual copy-pasting is inefficient and unnecessary given native email integration.
- ✗
Write a custom Visualforce email template that queries Knowledge objects via SOQL.
Why it's wrong here
Incorrect. While possible, standard email action features support inserting articles natively without custom code.
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.