What are benefits of deploying Knowledge in a high volume Service Cloud portal?

Deploying Knowledge in a high-volume Service Cloud portal provides several key benefits, one of which is the ability to uncover gaps in the knowledge base. When customers interact with a knowledge base, they often showcase their behavior by searching for specific information or submitting questions. This data is invaluable, as it highlights areas where the existing knowledge articles may be insufficient or lacking altogether. By analyzing search terms and the frequency of certain inquiries, organizations can identify and fill these knowledge gaps, thus enhancing the overall quality and effectiveness of their knowledge management strategy.

This continuous improvement process helps ensure that the knowledge base evolves to meet customer needs more effectively and supports agents by providing them with the necessary resources to resolve queries. Additionally, having a robust and comprehensive knowledge base can also empower customers to find answers independently, leading to improved customer satisfaction.

Other options may not align as closely with the capabilities and goals of a Knowledge implementation. For example, while reducing incoming call volume is a potential outcome of a well-utilized knowledge base, it is not its primary function. Similarly, knowledge deployment does not eliminate the need for tracking customer entitlements or replace email channels; rather, it serves as an additional tool to enhance customer support capabilities.