Service-Con-201 Knowledge Management Practice Question
A Service Cloud Consultant is setting up Salesforce Knowledge and needs to ensure that only tier-2 support agents can publish articles for the hardware troubleshooting data category. How should the consultant configure this requirement?
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
✓
Configure Data Category Visibility in Profiles or Permission Sets to restrict publish access.
Data Category Visibility settings on Profiles or Permission Sets control which users can view and manage articles within specific data categories.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Configure Data Category Visibility in Profiles or Permission Sets to restrict publish access.
Why this is correct
Correct. Data category visibility settings dictate which roles or profiles can access and manage categories.
- ✗
Create a custom approval process that routes to tier-2 agents upon submission for publication.
Why it's wrong here
Incorrect. Approval processes handle the review workflow, not the fundamental permission to publish within data categories.
- ✗
Set the sharing model for Knowledge to Private and use manual sharing rules.
Why it's wrong here
Incorrect. Knowledge uses Data Categories and sharing rules rather than standard object-level manual sharing for publishing permissions.
- ✗
Modify the record types assigned to the tier-1 support profile to exclude hardware articles.
Why it's wrong here
Incorrect. Record types control layout and picklist values, not category-level publishing permissions.
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.