Service-Con-201 Knowledge Management Practice Question
Universal Containers wants to restrict access to internal HR policy articles so that standard customer support agents cannot see them, while ensuring HR personnel can. How should the consultant achieve this?
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
✓
Assign data category visibility for the HR category exclusively to the HR profile and restrict it from support profiles.
Data categories combined with role-based or profile-based data category visibility allow organizations to control which user groups can view specific segments of the Knowledge base.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Set the organization-wide default for Knowledge to Private and create a sharing rule for HR.
Why it's wrong here
Incorrect. Knowledge object-level sharing is controlled via public read/write settings, while visibility is driven by data categories.
- ✗
Use validation rules to prevent support profiles from querying HR record types.
Why it's wrong here
Incorrect. Validation rules cannot block visibility of records based on user profiles in this manner.
- ✗
Create a separate Knowledge object and assign it to the HR profile.
Why it's wrong here
Incorrect. There is only one Knowledge object in Salesforce, though multiple record types can be created.
- ✓
Assign data category visibility for the HR category exclusively to the HR profile and restrict it from support profiles.
Why this is correct
Correct. Restricting data category visibility prevents unauthorized profiles from viewing articles associated with those categories.
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.