What is the best action to take regarding knowledge articles before implementing a new knowledge solution?

A one-time import of frequently used articles is the most effective action before implementing a new knowledge solution. This approach ensures that the new system begins with a curated selection of articles that are known to be valuable to users. By focusing on frequently used articles, the implementation can enhance user adoption and satisfaction, as these articles are likely to address the most common customer inquiries and needs.

This method also helps streamline the transition to the new knowledge solution, as it reduces the initial load of content that would require management, updates, and potential migration processes. Starting with a relevant subset minimizes the risk of overwhelming users with outdated or less valuable content, which could hinder their experience and shift focus away from the new system's functionalities.

Additionally, this strategy can serve as a test phase, allowing the organization to assess how well the selected articles perform in the new environment before deciding to migrate additional content.

In contrast, importing all articles and deleting the less frequently used ones could result in unnecessary clutter and confusion in the new system, making it challenging for users to find what they need quickly. Preparing a test set for import into the sandbox may not provide the same immediate benefits to operational efficiency. Finally, deprioritizing data quality is counterproductive, as high-quality information is essential for