Salesforce App Builder Practice Exam

Which tool would you use to launch a troubleshooting wizard from a button that creates a knowledge article if helpful?

1. Process Builder

2. Visual Workflow

3. Workflow

4. Approvals

The correct answer is: Visual Workflow

The Visual Workflow tool, also known as Flow Builder, is the appropriate choice for launching a troubleshooting wizard and creating knowledge articles. This tool allows users to create automated processes that can include user interactions, such as screens for data entry and decision-making. In this scenario, Visual Workflow can be used to guide users through a series of steps that help diagnose a problem. The flow can present questions to the user, gather input, and use that information to determine if a knowledge article should be created based on the responses. The visual representation of the process helps in understanding complex logic and managing user inputs effectively. Additionally, Visual Workflow supports actions that allow the creation and management of records, which is essential when creating a knowledge article. This capability enables custom logic and interactions that are not available with other tools. Process Builder primarily focuses on automating processes based on specific criteria but does not offer the interactivity needed for a troubleshooting wizard. Workflow rules are more limited in functionality and are generally used for simple automation tasks without the ability to guide users through steps. Approval processes are specifically designed for managing approvals and are not intended for user-driven troubleshooting or creating content.