Which report can help a help desk manager determine the quality of knowledge articles?

The ability to gauge the quality of knowledge articles is critical for a help desk manager. A report that focuses on the articles attached in cases provides insights into how often these articles are utilized by agents when resolving customer inquiries. This usage indicates their relevance and effectiveness in helping resolve issues quickly, providing a direct correlation between the articles and resolution outcomes.

When articles are frequently attached to cases, it suggests that they are deemed helpful and are likely of higher quality since they contribute to case resolution. This type of report helps managers identify which articles are heavily relied upon and could potentially highlight any gaps where articles might need improvement or additional updates.

The other options, while useful in other contexts, do not directly measure the quality of knowledge articles in the same impactful way. For example, while agent ratings on articles and feedback can provide subjective opinions on quality, the direct application in case resolutions is a more concrete measure of effectiveness. Likewise, a report on articles followed in Chatter indicates interest but does not necessarily translate to the articles being of high quality or being effective in real-case scenarios. Thus, the report on articles attached in cases stands out as the most relevant for understanding the quality of knowledge articles utilized in support situations.