After troubleshooting an uncommon driver conflict that prevented duplex printing, a help desk technician creates an internal knowledge-base article so future calls can be resolved faster. Which action will have the greatest impact on ensuring other technicians quickly locate the new article when searching the ticketing system?
Include the end user's name and department for reference.
Attach the entire 200-page system log to provide full troubleshooting data.
Mark the article's severity level as critical to draw attention.
Add relevant keywords and tags that reflect the symptoms and printer model.
Adding clear, relevant keywords or tags that match the symptoms (for example, "duplex printing fails" and the specific printer model) improves the article's metadata. Search engines in ticketing and knowledge-base platforms rely heavily on those keywords to surface results. Changing severity only affects incident priority, not searchability; including the user's personal details violates privacy and adds no search value; and attaching an oversized log makes the article harder to read without helping it appear in searches.
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What is the importance of keywords and tags in a knowledge-base article?
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Why doesn't marking severity as critical improve an article's searchability?
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Why is it a bad idea to include personal user details in a knowledge-base article?