What is the purpose of knowledge articles in Salesforce AgentBlazer?

The purpose of knowledge articles in Salesforce AgentBlazer is to provide agents with quick access to information and solutions for common customer issues. This feature is crucial for enhancing customer service efficiency, as it allows agents to quickly find answers to frequently asked questions or common problems without extensive searching. Consequently, agents can resolve customer inquiries faster, leading to improved satisfaction and better overall service. Knowledge articles serve as a centralized repository of information that can be easily accessed within the Salesforce platform, streamlining the support process and ensuring that agents are well-informed and equipped to handle various scenarios.