Why does knowledge matter in service design?

Direct Answer

Knowledge matters because service teams become more consistent, scalable, and self-service-friendly when trusted answers are easy to find and maintain.

Detailed Explanation

A stronger answer explains that knowledge is not only an article repository. It affects handle time, onboarding, customer trust, and whether service quality improves over time.

Why the Interviewer Asks This

The interviewer wants to hear whether you understand service operations beyond case fields and queues.

Weak Answer Warning

A weak answer says knowledge is just for FAQs.

Stronger Answer Direction

Connect knowledge to agent performance, self-service, and content ownership.

Follow-up Question

What usually makes a Salesforce knowledge base ineffective?