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Exam Certified Service Cloud Consultant topic 1 question 182 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 182
Topic #: 1
[All Certified Service Cloud Consultant Questions]

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?

  • 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.
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Suggested Answer: C 🗳️
by billythegoat at March 1, 2025, 3:38 p.m.

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billythegoat
2 months, 1 week ago
Selected Answer: A
A. Modify the import parameters to specify HTML encoding. Explanation: The Salesforce Knowledge Article Importer allows for bulk importing of knowledge articles. Rich text fields in Salesforce Knowledge support HTML formatting, so specifying the correct HTML encoding in the import parameters ensures that the formatting remains intact. Option B (Change the HTML format first to support subfields) is unnecessary, as Salesforce automatically supports rich text fields in Knowledge articles. Option C (Create an HTML file for each rich text area field) is not a recommended approach because the Salesforce Knowledge Importer requires structured CSV or XML files, not separate HTML files
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