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What solution should a consultant recommend to meet the following requirement?



UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.

A. Assign team-based roles to the associated product article types
B. Assign team-based profiles to the associated product article types
C. Assign team-based roles to the associated product data category value
D. Assign team-based profiles to the associated product data category value

This question is part of Service Cloud
Asked by Catherine halcombe, Last updated: Jul 02, 2020

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3 Answers

Christian Jackson

Christian Jackson, Content Developer, Austin

Answered Nov 11, 2018

The best practice for implementing sales force access to product data is to assign roles. It's easier to assign a role to a user than assigning each individual certain permissions and limitations. In your question you make clear that each product has its own separate team, and therefore salesforce trainees only need to attend to that team when considering that particular product.

The answer, therefore, is c. You assign teams to product category value. If you assigned type, it could go beyond the relevant particulars of the product under consideration.

1
 

sudhird

Sudhird

Answered Nov 30, 2016

Shouldn't the answer be #3, "Assign team-based profiles to the associated product data category value"?

I thought that Category visibility is configured at the profile level..
 2

passion

Passion

Replied on Jun 22, 2017

I'm not sure what you are thinking. c is the answer. right?

John Adney

John Adney

Replied on Jun 22, 2017

I'm not sure what you are thinking. c is the answer. right?

John Smith

John Smith

Answered Dec 01, 2016

Assign team-based roles to the associated product data category value
 

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