Salesforce Certified Service Cloud Consultant — Question 21

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?

Answer options

• A. Enable Knowledge User for Service Agents.
• B. Use the Clone option to create a new article.
• C. Select ‘Flag as new version’ checkbox when publishing.
• D. Use Smart Link to Article to select the prior version.

Correct answer: C

Explanation

The correct answer is C because checking the ‘Flag as new version’ checkbox when publishing allows the system to track versions of the article, thus associating the previous version with closed cases. Option A does not address versioning, option B creates a new article without maintaining the link to the previous version, and option D is not relevant as it does not ensure that the old version is flagged correctly.