Agents and managers cannot create knowledge articles from Community questions.

• A. True
• B. False
• C. Not sure
• D. N/A

Answer: (B)

Agents and managers can create knowledge articles from Community questions. In Salesforce Knowledge, you can turn a question asked in a Community into a Knowledge Article by using the Create Knowledge Article action from the question. This action starts a draft article that references the original question, suggests a suitable title, and provides the fields you need to complete, such as the article body, summary, and relevant categories. After filling in the details, you publish the article so it becomes part of the knowledge base and searchable for future users. This workflow helps convert real customer questions into reusable, approved content, improving consistency and enabling self-service. Remember, you need the proper permissions to create and edit knowledge articles and to use the relevant article type.