How can knowledge articles be effectively shared to address questions raised on social media?

Sharing knowledge articles effectively on social media requires that they be made public. When knowledge articles are public, they can be accessed and viewed by anyone, allowing a wider audience to benefit from the information provided. This accessibility is critical when addressing questions or concerns raised on social media platforms, as it enables users to click through and find detailed answers or solutions without restrictions.

Making knowledge articles public encourages engagement and allows for easy reference by both the company responding to inquiries and the users seeking assistance. In a social media context, where quick and efficient communication is key, having publicly accessible articles provides a seamless way for organizations to direct users to valuable resources that address their queries.

This accessibility also enhances the organization's ability to showcase its expertise and provide accurate information, which can strengthen customer trust and satisfaction. In contrast, restricting articles to private sharing limits their usefulness in public discussions, making it difficult for customers to find answers on their own.

Therefore, the requirement for knowledge articles to be public is essential for effective sharing and addressing questions on social media, ensuring that users have immediate access to relevant and helpful information.