Salesforce Administrator — Question 495

Customer service accesses articles with the Knowledge Lightning component on the Service Cloud console. Billing department users would like similar functionality on the case record without using the console.
How should the administrator configure this request?

Answer options

• A. Add the Knowledge component to the page layout.
• B. Add the Knowledge related list to the record page.
• C. Add the Knowledge related list to the page layout.
• D. Add the Knowledge component to the record page.

Correct answer: C

Explanation

The correct answer is C because adding the Knowledge related list to the page layout will allow billing department users to access knowledge articles directly on the case record. Options A and D involve the Knowledge component, which is not applicable here since the request is for a related list, while option B does not place the Knowledge related list in the appropriate location, which is the page layout.