A manager would like information on which Knowledge articles are used most often by call center agents. Which report should a consultant use to identify the Knowledge articles that are used most…

The correct answer is C. Number of Knowledge articles attached to Cases. To identify which Knowledge articles are used most often by call center agents, creating a report that tracks the number of Knowledge articles attached to cases is recommended. This provides insights into which articles are most frequently utilized in case resolutions…

Knowledge Management

Question

A manager would like information on which Knowledge articles are used most often by call center agents. Which report should a consultant use to identify the Knowledge articles that are used most often?

Options

AKnowledge articles with the most revisions
BKnowledge articles with the highest ratings
CNumber of Knowledge articles attached to Cases

How the community answered

(13 responses)

A
8% (1)
B
15% (2)
C
77% (10)

Explanation

To identify which Knowledge articles are used most often by call center agents, creating a report that tracks the number of Knowledge articles attached to cases is recommended. This provides insights into which articles are most frequently utilized in case resolutions, informing content optimization and training efforts.

Topics

#Knowledge reporting#article usage#cases attached#knowledge analytics

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