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Question 132 - Certified Contact Center discussion

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Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

A.
Salesforce Reports with filters for user searches and article views to assess popularity and engagement.
Answers
A.
Salesforce Reports with filters for user searches and article views to assess popularity and engagement.
B.
Quality assurance reviews by internal teams or external testing services to validate content accuracy.
Answers
B.
Quality assurance reviews by internal teams or external testing services to validate content accuracy.
C.
User feedback surveys and rating systems on Knowledge articles to gather direct customer input.
Answers
C.
User feedback surveys and rating systems on Knowledge articles to gather direct customer input.
D.
All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.
Answers
D.
All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.
Suggested answer: D

Explanation:

Validating self-service functionality, particularly the quality and accessibility of Knowledge articles, involves a combination of methods to ensure comprehensive evaluation. Salesforce Reports can analyze user searches and article views to measure engagement and identify popular content. Quality assurance reviews can validate the accuracy and relevance of the content. Additionally, user feedback surveys and rating systems enable direct customer input on the usefulness and clarity of the articles. Thus, 'D. All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience' is the most effective way to assess and improve article quality and accessibility.

Reference: Salesforce Knowledge Management

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asked 23/09/2024
Rok Nemec
31 questions
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