Hi Community,
We’ve invested time in cleaning up Knowledge articles and enabled AI Search / Genius Results, but users still prefer opening tickets instead of self-service. Even when answers exist, adoption remains low.
It feels like the issue isn’t the content t’s how and when users encounter it.
I’m curious:
What actually drove self-service adoption in your org?
Did AI Search improve deflection, or just change how users searched?
How do you measure “knowledge success” beyond article views?
Would love to hear what finally moved the needle for others.
