CRT-261 Exam Dumps | Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents.

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Question 73/95

Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents.
The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

A. Most Revised Articles

B. Most Linked Articles

C. Top Articles sorted descending

D. Search Activity Gaps

Correct Answer: D

Search Activity Gaps is a Knowledge dashboard that a consultant should use to know where to focus its efforts next after implementing Knowledge Centered Support. Search Activity Gaps shows the number of searches that returned no results, no articles, or no clicked articles. This can help identify the topics or keywords that need more or better articles to satisfy customer needs. Verified References: : https://help.
salesforce.com/s/articleView?id=sf.knowledge_dashboard_search_activity_gaps.htm&type=5 : https://help.
salesforce.com/s/articleView?id=sf.knowledge_dashboard_overview.htm&type=5

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