SF-Admin Service and Support Applications Practice Question
Universal Containers uses Salesforce Knowledge to publish support articles. An administrator needs to configure the Knowledge settings so that support agents can view articles through the internal Service Console and external customers can view articles through a public site. Which configuration should the administrator set to enable this?
⚠ Common exam trap
The trap here is assuming that assigning a Knowledge User license or sharing rule automatically grants external visibility, when channel settings must be enabled.
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 Knowledge settings for internal and external channels in Setup.
The correct configuration is to enable Knowledge channels for both internal and external use in Knowledge Settings. This allows agents to see articles in the internal console and customers to see them on a public site. Other options address licensing, sharing, or record types, which do not directly control channel visibility.
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 Knowledge settings for internal and external channels in Setup.
Why this is correct
In Knowledge Settings, the administrator can enable Lightning Knowledge and configure channel access. Enabling internal and external channels allows articles to be visible to agents and customers. This directly addresses the requirement to let both audiences view articles through their respective interfaces, making it the correct configuration.
- ✗
Set the Knowledge article record type to Public and assign it to the Customer Community profile.
Why it's wrong here
Record types organize articles but do not control channel visibility. Assigning a record type to a profile does not grant external access. External visibility is controlled through Knowledge channel settings and site configuration. This option misidentifies the mechanism for exposing articles to customers.
- ✗
Enable Lightning Knowledge and assign the Knowledge User license to agents.
Why it's wrong here
Enabling Lightning Knowledge and assigning the Knowledge User license is necessary for agents to access articles, but it does not grant external customers access through a public site. Customer access requires a separate channel configuration, such as enabling a public Knowledge site or Experience Cloud site. This option alone is insufficient for the stated scenario.
- ✗
Create a sharing rule to share Knowledge articles with the Customer Community Plus license.
Why it's wrong here
Sharing rules control record access for internal users or portal roles, but they do not enable external article visibility by themselves. Knowledge channel settings govern external access. A sharing rule alone would not expose articles to public site visitors, so this does not satisfy the requirement.
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 September 2026 · checked against the official Salesforce exam blueprint
This SF-Admin 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 SF-Admin exam.