What is a common metric to evaluate article effectiveness in Salesforce Knowledge?

The average rating of articles is a key metric for evaluating article effectiveness in Salesforce Knowledge. This rating offers direct insight into how users perceive the quality and utility of the articles provided. By collecting user feedback through ratings, organizations can gauge the clarity, accuracy, and overall helpfulness of the content. High average ratings typically indicate that users find the articles valuable and relevant, while low ratings can signal the need for content improvement or additional training resources.

This metric is crucial because it reflects user satisfaction and engagement with the knowledge base, serving as a feedback loop for content creators and administrators to refine and enhance the articles. Focusing on the average rating empowers the organization to make data-driven decisions when it comes to content updates, focusing on areas that need improvement and promoting high-quality articles that users find useful.

In contrast, the number of articles created doesn't directly measure their effectiveness; a high quantity of articles does not guarantee quality. The number of search terms used and the frequency of user comments can provide insights into user engagement but do not directly correlate to the quality or effectiveness of the knowledge articles themselves.