Certified Service Cloud ConsultantDemo

By Salesforce · Question Mode

QuestionQ25

Knowledge Management

Universal Containers recently implemented Salesforce Knowledge and wants to assess the quality of the articles being created.

What should the consultant recommend to collect information about the usefulness of Knowledge articles?

  • A Send out a monthly survey to customers requesting feedback.
  • B Create a group of super users that will evaluate and manage articles.
  • C Install Knowledge Base Dashboards and Reports AppExchange package.
  • D Contact Salesforce to send a report on article efficacy.
Explanation

The Knowledge Base Dashboards and Reports AppExchange package includes more than two dozen reports for monitoring a knowledge base and analyzing usage metrics, which provide evidence of how useful Knowledge articles are to readers.

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