Certified Advanced AdministratorDemo

By Salesforce · Question Mode

QuestionQ15

Service Cloud Applications

A team is tasked with standardizing Salesforce Knowledge processes across internal teams. The team has trouble grouping articles effectively because each Support team uses slightly different wording, causing inconsistent searches and search results.

Which two customizations should an administrator use to provide a better search experience?

Choose two
  • A Highlight relevant article text within search results.
  • B Create search activity report with promoted search terms.
  • C Configure new page layout.
  • D Set up synonym groups.
Explanation

Salesforce Knowledge synonym groups treat specified alternative words or phrases as equivalent, so searches using one team’s terminology can return articles written with another team’s terminology. Search highlights and snippets show relevant article text with the searched terms emphasized in the results, which helps users identify the most relevant article.

Learn more

Community Discussion

No comments yet. Be the first to start the discussion!