A Service Cloud consultant has recently implemented a public Knowledge base.

Implementing a public Knowledge base allows customers to self-serve and resolve issues without contacting support, which should lead to a reduction in case volume over time. Tracking monthly case volume is the key performance indicator (KPI) that reflects the success of the Knowledge base rollout.

Option B (First Call Resolution) measures agent interaction quality, not self-service effectiveness.

Option C (Average Case Resolution Time) measures internal efficiency but not case deflection impact.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide – Contact Center Analytics Domain.

Salesforce Help: “Measure Knowledge Base Effectiveness Using Case Deflection Metrics.”

Salesforce Trailhead: “Reduce Case Volume Through Self-Service Knowledge.”