A Salesforce administrator at a medical equipment manufacturer is configuring Salesforce Knowledge for internal customer service teams. Tier 1 Support agents report that they are unable to search for or view published Knowledge articles categorized under the 'Surgical Systems' Data Category and assigned to the 'Field Diagnostics' record type, even though they can view articles in other categories. Which two actions must the administrator take to ensure these support agents can access the missing articles? (Select 2 options)
- Grant visibility to the Surgical Systems Data Category within the Data Category Visibility settings for the agents' profile or assigned permission set.Cevap
- Assign the Field Diagnostics Knowledge record type to the agents' profile or assigned permission set.Cevap
- CEnable the Knowledge User feature license on each individual support agent's user detail record.
- DChange the Organization-Wide Default (OWD) sharing setting for the Knowledge object from Private to Public Read/Write.
- EUpdate the Case object record type picklist to include the Field Diagnostics Knowledge article value.
Cevap
To resolve the article visibility issue, the administrator must grant access to the 'Surgical Systems' Data Category via Data Category Visibility settings and assign the 'Field Diagnostics' Knowledge record type to the agents' profile or permission set.
Published Salesforce Knowledge article access is governed by both Data Category Visibility and Knowledge Record Type accessibility. Granting access to the 'Surgical Systems' category in Data Category Visibility settings and assigning the 'Field Diagnostics' record type on the Knowledge object to the support agents' profile or permission set ensures the articles can be searched and viewed.
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Anahtar Kavram
Salesforce Knowledge article visibility depends on Data Category Visibility rules and Knowledge Record Type profile/permission set assignments.