Service Cloud Practice Test

What configuration helps ensure that access to articles is restricted to a division's own set when users search knowledge?

Create a single data category group for each division and provide access using the role hierarchy.

Access to Knowledge articles during search is controlled by data category visibility. Data category groups organize articles into divisions, and a user’s profile and role determine which groups (and thus which categories) they can see when they search or filter articles. By creating a separate data category group for each division, you isolate each division’s articles so only that division’s categories are visible to its users. Using the role hierarchy to grant access means that users in higher positions within the same division can still reach their division’s content, while users in other divisions remain restricted. This approach uses the built-in data category filtering that directly affects search results, making it the most reliable way to restrict access by division. Sharing rules control article records themselves and aren’t the standard method for narrowing search visibility, and assigning a category to a division profile isn’t the typical way to manage per-division visibility.

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Create a sharing rule for each division to provide access based on the article criteria.

Create separate data category groups for each division and assign the category to a division profile.

Create a sharing rule for each division to provide access using the role hierarchy.