A company is planning for the migration of an existing external knowledge base into
Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?
A. Original creation date and total number of article views in the last year
B. Last modified date and terms searched frequently in the last year
C. Last modified date and total number of article view in the last year
C. Last modified date and total number of article view in the last year
Explanation:
When migrating an external knowledge base into Salesforce Knowledge, you want to prioritize articles that are:
🕒 Recently updated (Last Modified Date): Ensures the content is current and accurate.
👀 Frequently accessed (Article Views): Indicates usefulness and relevance to users.
This combination helps avoid migrating outdated or unused content, streamlining the new knowledge base for efficiency and relevance.
Why these factors matter: Last Modified Date: Filters out stale or obsolete articles.
Article Views: Highlights which articles are actively helping customers or agents.
❌ Why not the others?
A. Original creation date Doesn’t reflect whether the article is still relevant or maintained.
B. Terms searched frequently Useful for search optimization, but not a direct indicator of article quality or usage.
🔗 Reference:
Salesforce Knowledge Migration Best Practices – Salesforce Help
Prepare Your Knowledge Base for Migration – Trailhead Module