Which feature of Salesforce Knowledge helps promotes article submission by contact center agents?

The feature that helps promote article submission by contact center agents is the ability for them to create Knowledge articles when closing a case. This functionality encourages agents to document solutions and insights directly as they resolve customer issues, making it easier to share knowledge across the organization. This practice not only enhances the quality and relevance of articles but also streamlines the knowledge management process by integrating it into the agents’ workflow.

When agents have the opportunity to contribute to article creation in the moment of resolving a customer case, it fosters a culture of knowledge sharing and ensures that the information captured is fresh and directly relevant to recent customer interactions. It empowers agents to become active participants in knowledge management, improving both the efficiency and effectiveness of the service team. This collaborative approach ultimately leads to a richer knowledge base that can be leveraged for future customer support scenarios.