Service-Con-201 Service Cloud Solution Design Practice Question
Universal Containers wants to implement Salesforce Knowledge to improve agent efficiency and customer self-service. Which TWO key design considerations should the consultant address during the solution design phase? (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 lifecycle management, review cycles, and publication permissions
Article categorization and lifecycle management (authoring, review, publication) are vital design considerations for Knowledge implementations.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Migrating all historical closed case attachments into article attachments
Why it's wrong here
Case attachments are operational files and should not automatically become knowledge articles.
- ✗
Configuring Omni-Channel capacity weights for article reading
Why it's wrong here
Reading articles is not a routed Omni-Channel work item requiring capacity weights.
- ✓
Article lifecycle management, review cycles, and publication permissions
Why this is correct
Establishing who authors, reviews, and publishes ensures high content quality and compliance.
- ✗
Replacing all email communication templates with static knowledge URLs
Why it's wrong here
Agents need flexible email templates, not solely static URL links.
- ✓
Data category architecture and visibility mapping
Why this is correct
Proper data category design is essential for organizing content and controlling search and community visibility.
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.