How can a Salesforce consultant assess the effectiveness of a knowledge base?

Measuring user engagement with articles is a vital way to assess the effectiveness of a knowledge base. Engaged users who interact with knowledge articles indicate that the content is valuable and relevant to their needs. High engagement levels, such as views, time spent on articles, and clicks, can provide insights into which articles are most helpful and which topics might need improvement.

This approach focuses on how often users are accessing and interacting with the knowledge base, which can directly correlate with the overall usefulness and functionality of the knowledge management system. Understanding user behavior helps in continuously improving content and ensuring the resources provided are aligned with user needs.

Tracking case resolution times, while useful, focuses more on the overall efficiency of the support process rather than the specific effectiveness of the knowledge base. In contrast, analyzing feedback ratings is important but typically serves as a supplementary measure rather than a direct engagement metric. Reviewing conversion rates from leads is unrelated to the knowledge base's performance, as it pertains more to sales processes.