What action enables the creation of more personalized articles by agents in the Salesforce system?

Enabling agents to draft articles for review allows for increased personalization in several ways. When agents have the ability to create articles tailored to specific customer needs or scenarios, they can draw on their front-line experience and insights. This leads to the production of content that is not only relevant but also reflects the tone and language that resonates with customers based on their interactions.

By drafting articles for review, agents can flexibly adapt content to address frequently asked questions, common issues, or new product features, ensuring that the knowledge base remains current and contextually appropriate. This iterative process may involve collaboration with other team members or stakeholders who can provide feedback, further enhancing the quality and personalization of the articles published.

In contrast, the other choices focus on external processes or do not directly empower agents to customize content creatively. For example, activating article customization for relevant cases might allow for some level of personalization but is less robust than allowing agents to create and tailor articles from scratch. Facilitating direct article submissions from customers could lead to valuable insights, but it does not guarantee that content is directly tailored to the organization's voice or customer interactions. Implementing external article sourcing techniques may improve the breadth of the knowledge base, but it lacks the personal touch that agents can offer through their experiential knowledge.