Question

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?A. Knowledge articles with the lowest ratingB. Number of knowledge articles in each data categoryC. Knowledge articles created by call center agentsD. Knowledge search query with no results

Answer 1

Answer:

Option A and Option D are the correct options.

Explanation:

While any information is provided by the manager to its customers which is based on the knowledge of the search conducted.

So, the following knowledge is about the article of the lowest rating and about the search query that has no output.

• Option B is not correct for the following scenario because the manager is informing about the searches conducted by customers, not for the data category.
• Option C is not correct for the following scenario because the articles are not created by them.