A Salesforce Knowledge base allows both customers (via self-service portals) and agents (via the Service Console) to quickly find verified answers, reducing the number of incoming cases and improving resolution time.
The Knowledge Management domain in the Service Cloud Consultant Guide highlights Salesforce Knowledge as a key tool to promote self-service and improve first-contact resolution.
Option A (Article Auto-Response) does not exist as a standard feature.
Option B (Agentforce Service Agent) enhances AI-driven responses but does not inherently reduce case volume through self-service knowledge reuse.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide – Knowledge Management Domain .
Salesforce Help: “Set Up Salesforce Knowledge for Internal and External Users” .
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