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?
A. Knowledge articles with the most revisions
B. Knowledge articles with the highest ratings
C. Number of Knowledge articles attached to Cases
C. Number of Knowledge articles attached to Cases
Explanation:
To provide a manager at Universal Containers with information on which Knowledge articles are used most often by call center agents, the Number of Knowledge articles attached to Cases report is the most appropriate choice. This report tracks how frequently specific Knowledge articles are linked to cases, directly indicating usage by agents in the Service Console.
In Salesforce, when agents attach a Knowledge article to a case (e.g., to resolve a customer issue or share with a customer), it is recorded in the Case Article object. A report based on this object can show the count of attachments per article, revealing which articles are most frequently used.
This aligns with the manager’s need to understand agent behavior and article utilization, as outlined in Salesforce’s Lightning Knowledge Implementation Guide and Trailhead module (Service Cloud Knowledge Setup).
A custom report type or standard report on Case Articles can be configured to group by article and sort by attachment count, providing clear, actionable insights.
Why Other Options Are Incorrect: Option A: Knowledge articles with the most revisions: A report on articles with the most revisions tracks how often articles are updated or edited, which reflects maintenance activity rather than usage by agents. It doesn’t indicate how often articles are accessed or attached to cases, making it irrelevant for the manager’s requirement, per Salesforce’s Knowledge Management documentation.
Option B: Knowledge articles with the highest ratings: A report on articles with the highest ratings shows feedback from users or customers on article quality (e.g., upvotes or star ratings). While this indicates article usefulness, it doesn’t directly measure how often agents use articles in case resolution, as noted in Salesforce’s Knowledge Analytics documentation.