Northern Trail Outfitters wants to gauge how agents use the knowledge base. Which metric should be monitored?

• A. A number of article votes.
• B. A number of archived articles.
• C. A number of customer ratings.
• D. A number of approved articles.

Answer: (A)

Capturing how agents interact with the knowledge base comes down to direct signals of engagement and usefulness. The number of article votes provides that signal: when agents read an article and vote it as helpful or not, you’re getting a concrete measure of how often they rely on and value that content in their work. This helps you identify which articles are truly used in support workflows and which may need updates or clearer guidance. It also supports optimizing search results by surfacing highly regarded articles, boosting overall agent efficiency.

Archiving articles reflects content status, not usage. Customer ratings measure feedback from customers, not how agents use the KB. Approved articles relate to governance and approval status, not how frequently or effectively agents engage with the content.