Which report can indicate whether agents are effectively using the Salesforce Knowledge base?

The number of articles searched is an essential metric for assessing agent engagement with the Salesforce Knowledge base. This report reflects how often agents are utilizing the knowledge resources available to them when dealing with customer issues.

When agents perform searches in the knowledge base, it indicates that they are seeking information to assist customers, which aligns with the goals of effective service delivery. A high number of article searches suggests that agents are actively leveraging the knowledge base to find solutions and provide accurate information, thereby enhancing their ability to resolve cases and improve customer satisfaction. If this number is low, it could signal that agents are either unaware of the available knowledge resources or not utilizing them effectively, which can impact overall service quality and efficiency.

The other options focus on case metrics, which do not directly measure the effectiveness of using the knowledge base. For example, the number of cases closed or opened might indicate workload or productivity but does not provide insight into whether agents are accessing and applying the knowledge base in their work.