What should Universal Banking create to provide a public knowledge base for its three product groups?

Creating three data categories for each product area is a strategic approach for Universal Banking to establish a public knowledge base. Data categories in Salesforce allow organizations to categorize articles in a structured way, making it easier for users to access relevant information related to specific product groups. By having dedicated data categories for each of the three product groups, customers can efficiently navigate and find the information they need without sifting through unrelated content.

This structure not only enhances the user experience but also ensures that information is organized in a way that reflects the different product lines. Each product area can contain articles that address specific inquiries or issues, tailoring the support experience to the distinct needs of customers using different products. Furthermore, leveraging data categories can facilitate better management of the knowledge base, allowing for easier updates and maintenance as products evolve.

In contrast, creating article types without corresponding data categories may lead to a disorganized collection of information, making it more challenging for users to locate the articles that pertain specifically to their inquiries. Additionally, fewer article or data categories might reduce the granularity and usefulness of the knowledge base, potentially leaving out critical distinctions that different product areas require. Thus, establishing three data categories is the most effective solution for Universal Banking's goal of creating a comprehensive public knowledge base.