Salesforce Certified Service Cloud Consultant — Question 67

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.

What is the recommended method to import the how-to guides into Salesforce Knowledge?

Answer options

• A. Modify the import parameters to specify HTML encoding.
• B. Change the HTML format first to support subfields.
• C. Create an HTML file for each rich text area field.

Correct answer: C

Explanation

The correct answer is C because Salesforce Knowledge requires separate HTML files for each rich text area field to properly import complex content like how-to guides. Option A is incorrect as simply modifying import parameters will not address the structure needed for rich text. Option B is not valid since changing the HTML format to support subfields does not align with the requirements for importing rich text content.