What is the primary purpose of creating Knowledge articles in the context of case management?

Creating Knowledge articles serves a vital role in case management by providing solutions to common customer inquiries. These articles are designed to address frequently asked questions or recurring issues that customers face, enabling service agents and customers alike to find information quickly and effectively.

When customers have access to a repository of Knowledge articles, it empowers them to troubleshoot problems independently without the need to contact support, thereby improving their overall experience. For agents, these articles act as a valuable resource, allowing them to resolve cases more efficiently by referencing established solutions rather than searching for answers or reinventing the wheel.

While elevating the performance of customer service agents and improving efficiency in case resolution are significant benefits associated with using Knowledge articles, these outcomes are considered secondary to the primary function of providing accessible solutions to customer inquiries. Additionally, archiving case details for reporting focuses on analytical data rather than direct customer support, which is not the main aim of Knowledge articles in this context.