What is a key advantage of using Knowledge articles in a Service Cloud implementation?

Using Knowledge articles in a Service Cloud implementation significantly enhances case resolution time by providing quick access to relevant information for both customers and service agents. When customers can find answers to their queries through self-service options, such as a knowledge base, it reduces the time they would otherwise spend waiting for agent assistance. For customer service representatives, having readily available Knowledge articles allows them to resolve cases more efficiently, as they can quickly reference existing solutions rather than having to research answers from scratch. This streamlined access to critical information also helps ensure that consistent and accurate information is shared across the organization, leading to higher first-contact resolution rates and overall improved customer satisfaction.

The other options do not align with the primary benefits of Knowledge articles. While reducing dependency on human agents may occur as a side effect of offering self-service resources, the core advantage lies in expediting case resolution. Options suggesting increased complexity or limiting access to outdated information do not reflect the intended purpose or effect of Knowledge articles in this context.