What is the purpose of a knowledge base?

The purpose of a knowledge base is to serve as a centralized repository where information and solutions are stored, making it readily accessible for self-service by users. This enables individuals, particularly in support center environments, to find answers to their inquiries or solve issues independently without needing direct assistance from support staff.

Having such a resource enhances efficiency, as users can access information quickly, which reduces the volume of support requests and allows analysts to focus on more complex issues. Additionally, a well-maintained knowledge base can lead to improved customer satisfaction, as users can find the help they need at their convenience.

The other choices, while related to various business functionalities, do not describe the primary role of a knowledge base in the context of support services. For instance, storing customer data for marketing purposes focuses on marketing strategies rather than support, tracking employee performance metrics is about workforce management, and managing project timelines pertains to project management rather than serving user needs in a support environment.