Service-Con-201 Knowledge Management Practice Question
Universal Containers wants support agents to easily find relevant articles while chatting with customers in the Service Console. Which TWO features enhance agent efficiency with Knowledge during live chats? (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
✓
Article insert action directly within the chat panel or email composer.
Lightning Knowledge component and suggested articles in Omni-Channel or chat windows help agents find articles quickly.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Article insert action directly within the chat panel or email composer.
Why this is correct
Correct. Agents can insert article text or links into customer communications.
- ✗
Mandatory email attachments of all knowledge base files on every outgoing message.
Why it's wrong here
Incorrect. Forcing attachments is poor practice and not a standard feature.
- ✗
Automatic conversion of chat transcripts into published knowledge articles via workflow.
Why it's wrong here
Incorrect. Chat transcripts must be manually synthesized into articles.
- ✗
Automatic voice-to-text translation of knowledge articles during phone calls.
Why it's wrong here
Incorrect. Voice translation is handled by separate telephony and Einstein features.
- ✓
Lightning Knowledge component placed on the Console workspace tab and utility bar.
Why this is correct
Correct. The component provides fast search and attachment.
About these practice questions
One of 321 original Service-Con-201 practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. 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.