Salesforce Certified Service Cloud Consultant — Question 84

Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.

Which step is necessary to make articles visible in all the selected channels?

Answer options

• A. The Approval Process will automatically Publish.
• B. Approve articles from the Knowledge approval page to Publish.
• C. Agents must click Publish after the Approval Process.
• D. Set the final approval action to “Lock the record for editing”.

Correct answer: B

Explanation

The correct answer is B because approving articles through the Knowledge approval page is necessary to publish them and make them visible. Option A is incorrect since the Approval Process does not automatically publish articles without explicit approval. Option C is also wrong as agents do not need to click publish separately if the articles are approved. Option D is incorrect because locking the record for editing does not affect the visibility of the articles.