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Cloud Kicks' digital support representatives have different needs and requirements for Knowledge articles than customers. Customers need to see:
* Some Knowledge articles, not all
* Articles organized in different categories
* Different fields than support representatives
Which consideration should be made when determining how to present Knowledge articles to each audience?
Suggested Answer: A, C
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36 comments · newest first
DE
Della
10 months ago
Wait, are we really organizing them the same? That sounds weird.
MI
Michell
10 months ago
I think B makes more sense for clarity.
DA
Daren
11 months ago
C seems off; customers and reps need different structures.
DA
Darell
11 months ago
Totally agree with A, relevant info is key!
EL
Elden
11 months ago
A is definitely the way to go!
DE
Devon
11 months ago
Ah, I see. Using page layouts or permissions to control what fields are displayed could be a good solution. That way, you don't have to create completely separate articles, but can still tailor the content for each group.
CO
Cortney
12 months ago
Okay, I've got an idea. Separate articles for each audience makes the most sense to me, so they only see what's relevant. That way, the support reps and customers aren't overwhelmed with irrelevant info.
RU
Rutha
12 months ago
Hmm, I'm a little unsure about this one. There are a few different factors to consider, like the organization of the content and the specific fields needed. I'll have to think through the options carefully.
NI
Nickole
12 months ago
This seems like a straightforward question about tailoring content for different audiences. I think the key is to consider how to present the information in the most relevant and accessible way for each group.
EU
Eun
1 year ago
I think we practiced a question similar to this, and I leaned towards the idea of separate articles for clarity.
DO
Dottie
1 year ago
I feel like organizing topics the same way for both customers and support reps might not be effective. That doesn't seem right.
LA
Lashawn
1 year ago
I'm not entirely sure, but I think using page layouts to show only relevant fields could work too. It sounds familiar from our practice questions.
CA
Candra
1 year ago
I remember we discussed how different audiences have unique needs, so I think separate articles might be the best approach.
CL
Claudia
1 year ago
Hmm, I'm a bit unsure about the distinction between the two. I'll need to carefully read through the options and think it through.
DE
Derick
1 year ago
Hmm, I'm not entirely sure about this one. I'll need to review my notes and make sure I understand the differences between the action types before selecting an answer.
RO
Rosendo
1 year ago
Hmm, I'm a bit unsure about this one. The question is asking about a specific MPLS feature, and I'll need to make sure I understand the requirements before selecting an answer.
IS
Isaiah
1 year ago
I feel like the right choice here could be endpoint security too. We always talked about how malware needs to be tackled at the device level after a breach occurs.
AN
Annmarie
1 year ago
I'm with Kattie on this one. Separate articles? That's like reinventing the wheel. Page layouts and permissions are the smart play here.
KA
Kattie
1 year ago
Haha, imagine if we had to write separate articles for each audience. Cloud Kicks would need a whole team just for that! B is the way to go, for sure.
BR
Brynn
1 year ago
B) Page layouts or permissions can display only the fields needed for each audience.
RA
Ranee
1 year ago
A) Separate articles should be written for each audience, with only relevant information.
OR
Orville
1 year ago
B) Page layouts or permissions can display only the fields needed for each audience.
RA
Raymon
1 year ago
B) Page layouts or permissions can display only the fields needed for each audience.
MI
Ming
1 year ago
A) Separate articles should be written for each audience, with only relevant information.
FA
Fatima
1 year ago
B) Page layouts or permissions can display only the fields needed for each audience.
KA
Kallie
2 years ago
Hmm, I was leaning towards A, but B makes a lot of sense. Permissions are key to showing the right content to the right audience.
SH
Shalon
1 year ago
Exactly, permissions ensure that the right content is shown to the right audience.
IL
Iluminada
1 year ago
B) Page layouts or permissions can display only the fields needed for each audience.
RO
Rodney
2 years ago
I agree, B seems like the easiest and most efficient solution. Plus, you don't want customers seeing all the internal info, that could be confusing.
QU
Quentin
1 year ago
C) Topics within a customer site must be organized the same as internal data categories.
RE
Reena
1 year ago
B) Page layouts or permissions can display only the fields needed for each audience.
LA
Latonia
2 years ago
A) Separate articles should be written for each audience, with only relevant information.
LA
Lashanda
2 years ago
I believe option B) is the best choice, as it allows for customization based on audience needs.
RY
Ryan
2 years ago
Definitely B. Separate articles would be too much work, and the categories need to be different for customers vs. support reps.
CH
Charlesetta
2 years ago
I agree, it would make it easier for both customers and support representatives.
LA
Latia
2 years ago
I think the key is to present different fields to each audience.