Which metric can the Help Desk manager at Universal Containers use to measure the adoption of the Salesforce Knowledge base?

The metric indicating the adoption of the Salesforce Knowledge base that is most relevant is the number of cases with articles attached during the past two months. This measure demonstrates how effectively the knowledge base is being utilized in real-world scenarios, particularly in resolving customer inquiries and issues. When articles are attached to cases, it reflects that the support team is leveraging the resources available in the knowledge base to assist customers more efficiently.

The number of cases with articles demonstrates practical application and adoption, as it suggests that support agents are actively referencing and relying on knowledge articles to inform their case resolutions. This connection between the knowledge base and case management underscores the knowledge base's importance in improving service delivery and enhancing customer experiences.

While tracking other metrics like article searches and new article creation has its value, they do not directly illustrate the extent to which the knowledge base is being applied to help solve customer problems. Thus, measuring how many cases included articles provides a clearer picture of the knowledge base's impact on daily operations and user engagement within the organization.