For effective case resolution tracking, what must be done with Knowledge articles?

Publishing Knowledge articles to all service channels is vital for effective case resolution tracking because it ensures that both agents and customers can access relevant information when needed. When Knowledge articles are published across various service channels, such as the website, community forums, and agent desktops, they serve as a valuable resource that can help users quickly find answers to common questions and troubleshoot issues independently.

This accessibility directly impacts case resolution efficiency, as customers can be empowered to resolve issues without having to contact support, thereby reducing case volume. Furthermore, agents can better assist customers by referencing or linking to these articles during interactions, leading to quicker and more informed resolutions.

The other options limit the utility and reach of the Knowledge articles. Restricting access to agents only would hinder customers from finding self-service solutions, while creating articles without linking them to cases reduces the direct applicability and context needed for effective resolution. Storing articles exclusively in an internal database would also obstruct customer access, negating the benefits of having searchable, actionable knowledge readily available to those who need it.