Service-Con-201 Knowledge Management Practice Question
Universal Containers wants to track article utilization and effectiveness. Which TWO standard metrics or reports are available out-of-the-box for Salesforce Knowledge? (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
✓
Articles By Case report showing how many times articles were attached to cases.
Standard reports track article views and case attachments.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Daily backup storage utilization per article.
Why it's wrong here
Incorrect. Storage tracking is managed at the org level, not per article.
- ✓
Articles By Case report showing how many times articles were attached to cases.
Why this is correct
Correct. This standard report links cases to attached articles.
- ✓
Article View Statistics reporting view counts by channel.
Why this is correct
Correct. View statistics track how often articles are viewed.
- ✗
Automated customer satisfaction survey score per individual paragraph.
Why it's wrong here
Incorrect. Surveys apply at the case or article feedback level, not paragraph level.
- ✗
Real-time agent keystroke analytics during article authoring.
Why it's wrong here
Incorrect. Keystroke analytics are not tracked.
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.