Which report(s) do you use to decide which knowledge base articles to write?
- Average ticket response time
- Average ticket response time by rep
- Ticket volume by category
- All of the above
Explanation: The report(s) you use to decide which knowledge base articles to write is Ticket volume by category. Understanding the distribution of ticket volume by category provides valuable insights into the most common or recurring issues faced by customers, thereby guiding the creation of relevant knowledge base articles to address these issues proactively. By analyzing ticket volume by category, support teams can identify trends, patterns, and areas where customers frequently encounter challenges or require assistance. This data-driven approach ensures that knowledge base articles are prioritized based on customer needs and preferences, leading to more effective self-service resources and a reduction in support ticket volume over time. While average ticket response time and average ticket response time by rep are important metrics for assessing support team performance and efficiency, they do not directly inform decisions about which knowledge base articles to write. Instead, these metrics focus on the speed and quality of support interactions, which can be optimized separately from knowledge base content creation. Therefore, the correct answer is Ticket volume by category.