Service-Con-201 Knowledge Management Practice Question
A support manager wants to track which Knowledge articles are most frequently attached to cases to understand their effectiveness. Where should the consultant direct the manager to find this metric out-of-the-box?
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
✓
Standard 'Articles By Case' report type.
Salesforce provides standard reports for Knowledge usage, including the 'Articles By Case' report type, which tracks which articles are attached to cases.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Standard 'Articles By Case' report type.
Why this is correct
Correct. The 'Articles By Case' standard report type links cases to the attached articles to measure usefulness.
- ✗
Knowledge Article View Count dashboard component.
Why it's wrong here
Incorrect. View count tracks how many times an article was viewed, not attached to cases.
- ✗
Service Analytics App embedded Einstein dashboard.
Why it's wrong here
Incorrect. While analytics apps can show metrics, the standard reports provide this out-of-the-box without extra licensing.
- ✗
Article Feedback related list on the Case layout.
Why it's wrong here
Incorrect. Article feedback tracks user ratings and comments, not case attachment frequency.
About these practice questions
Courseiva writes every Service-Con-201 question from scratch — 318 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
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.