Salesforce Certified Service Cloud Consultant — Question 90

Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.

Which Knowledge dashboard should a consultant use?

Answer options

• A. Most Revised Articles
• B. Search Activity Gaps
• C. Most Linked Articles
• D. Top Articles sorted descending

Correct answer: D

Explanation

The correct answer is D because analyzing the Top Articles sorted descending allows CK to identify the most effective content that resonates with customers, which can guide future efforts. Options A and C focus on revisions and linking, which may not provide direct insights into customer preferences. Option B, Search Activity Gaps, highlights areas of unmet needs but doesn't directly indicate successful content.