Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while
maintaining article quality. CK plans to allow all service agents to create articles.
What should the consultant recommend to create a vetting workflow to reduce the number
of low-quality articles?
A. Flow with notifications
B. Reports and dashboards
C. Approval process
C. Approval process
Explanation:
To allow all service agents at Cloud Kicks (CK) to create articles while maintaining article quality in the Salesforce Knowledge base, implementing an Approval Process is the most effective solution for creating a vetting workflow. An Approval Process allows CK to define specific criteria (e.g., article type, category, or content quality) and route new or edited articles to designated approvers (e.g., knowledge managers or senior agents) for review before publication. This ensures that only high-quality articles are published, reducing the risk of low-quality content in the knowledge base. The Approval Process can be configured to require manual review, ensuring thorough vetting, and can include multiple steps or approvers if needed. Here’s how it works:
An Approval Process is created for Knowledge articles, triggered when an agent creates or edits an article.
The process can include criteria to determine which articles need approval (e.g., based on article type or category).
Approvers review the article for accuracy, relevance, and quality, approving or rejecting it.
If approved, the article is published; if rejected, feedback can be provided to the agent for revisions.
This approach aligns with Knowledge-Centered Support (KCS) best practices, ensuring quality control while allowing broad contribution from service agents.
Why not the other options? A. Flow with notifications: While an autolaunched Flow can automate certain actions (e.g., submitting articles for approval or notifying reviewers), it is not a complete vetting workflow on its own. Flows are better suited for automating submission to an Approval Process or sending notifications after an article is created. Without an Approval Process, a Flow with notifications alone relies on manual follow-up, which is less structured and prone to oversight. B. Reports and dashboards: Reports and dashboards are useful for monitoring article creation and quality metrics (e.g., number of articles created or published). However, they are reactive tools for analysis, not a proactive workflow for vetting articles. They don’t provide a mechanism to review and approve articles before publication, making them unsuitable for reducing low-quality articles.
Reference:
Salesforce Help: Set Up an Approval Process for Knowledge Articles
Salesforce Trailhead: Salesforce Knowledge Implementation
Salesforce Help: Knowledge-Centered Support (KCS) Best Practices