Service-Con-201 Knowledge Management Practice Question
An agent finds a published Knowledge article that contains a spelling error. The agent does not have permission to publish articles directly, but needs the error corrected. What action should the agent take?
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
✓
Click 'Edit' on the published article, which automatically creates a draft copy for editing and submission.
When an agent without publishing permissions needs to update an article, they create a 'Draft' version of the published article, make the edits, and submit it for review/approval.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Archive the article immediately and create a brand new article from scratch.
Why it's wrong here
Archiving breaks existing links and case attachments when a simple draft edit would suffice.
- ✓
Click 'Edit' on the published article, which automatically creates a draft copy for editing and submission.
Why this is correct
Clicking Edit on a published article generates a new draft version, preserving the currently published version until the draft is approved and published.
- ✗
Email the system administrator with the corrected text so they can manually update the database.
Why it's wrong here
Bypassing the standard Knowledge lifecycle with direct database requests is an anti-pattern when draft versioning exists.
- ✗
Edit the published article directly, as all users have inline editing rights on published content.
Why it's wrong here
Published articles are read-only for standard support agents; direct editing requires specific administrative permissions.
About these practice questions
Courseiva writes every Service-Con-201 question from scratch — 321 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.