What action should Universal Containers take regarding their 10,000 knowledge articles to improve utilization?

The appropriate action for Universal Containers regarding their 10,000 knowledge articles to improve utilization is to prepare a test set of articles for import into the sandbox. This approach allows the organization to evaluate the effectiveness of the articles in a controlled environment before full-scale deployment. By creating a smaller, test set, they can analyze user engagement, identify areas for improvement, and ensure that the articles meet the needs of their customers and support agents.

This method focuses on quality over quantity, ensuring that the most relevant and useful articles are identified and assessed for impact, which ultimately aids in improving the overall knowledge management strategy. Testing articles in a sandbox environment mitigates risks associated with importing a large volume of content all at once and allows for any necessary adjustments based on feedback before going live.