The Knowledge Gap to Solution OMBP in Oracle Fusion Cloud CX Service aims to bridge gaps in agent

knowledge by leveraging knowledge articles to resolve customer issues efficiently. Success in this

process is best measured holistically by analyzing average case resolution time, knowledge article

accuracy, and customer satisfaction ratings.

Average Case Resolution Time reflects how quickly issues are resolved, indicating the efficiency of

knowledge application.

Knowledge Article Accuracy ensures the solutions provided are correct and effective, reducing

rework or escalations.

Customer Satisfaction Ratings provide direct feedback on whether the resolution met customer

expectations, tying the process to service quality.

Option B (Counting Articles): While creating new articles is part of maintaining a knowledge base, it

doesn’t measure how effectively those articles resolve issues.

Option C (Agent Response Time): This focuses narrowly on initial response speed, not the overall

resolution success.

Option D (Agent Feedback): Subjective feedback from agents is valuable but lacks the quantitative

and customer-centric focus needed for a comprehensive success metric.

Oracle Fusion Cloud CX Service documentation, including the "Fusion Service Questions and

Answers" and "Service Center" guides, emphasizes these combined metrics as key indicators of

knowledge management effectiveness, aligning with Oracle’s focus on delivering consistent,

accurate, and timely resolutions.

Reference: Fusion Service Questions and Answers (docs.oracle.com), Oracle Fusion Cloud CX Service

Center Guides.