Service-Con-201 Knowledge Management Practice Question
Universal Containers wants to implement an approval process for Knowledge articles. Which THREE components are required when building a Knowledge approval process? (Choose three.)
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
✓
Entry criteria that determines when an article enters the approval process (e.g., status equals Draft).
Approval processes require entry criteria, approval steps, and actions upon approval or rejection.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Entry criteria that determines when an article enters the approval process (e.g., status equals Draft).
Why this is correct
Correct. Entry criteria define which records qualify for the workflow.
- ✓
Automated actions for approval and rejection, such as field updates to change the article status.
Why this is correct
Correct. Actions update the status to published on approval or back to draft on rejection.
- ✗
A mandatory Apex trigger to lock the record during review.
Why it's wrong here
Incorrect. Approval processes lock records natively without needing Apex.
- ✗
A separate approval object for tracking history.
Why it's wrong here
Incorrect. Salesforce provides native approval history tracking tables.
- ✓
Approval steps that define who must approve the record and under what conditions.
Why this is correct
Correct. Approval steps define the chain of approvers.
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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.