Zendesk CS Professional Certificate Practice Test

A significant benefit of using the Knowledge Base in Zendesk is that it allows customers to troubleshoot issues themselves. By providing comprehensive articles, guides, and FAQs, the Knowledge Base empowers users to find solutions independently, which can lead to increased customer satisfaction. This self-service capability not only enhances the user experience but also helps reduce the workload for support agents. When customers are able to access information and resolve their problems without direct interaction with support, it frees up agents to handle more complex inquiries and provides more efficient service overall.

The other options do not accurately reflect the primary advantages of the Knowledge Base. While restricting user access to ticket information might enhance privacy, it does not represent a function of the Knowledge Base itself. The focus on agent training is also a narrow use of the Knowledge Base, which is primarily aimed at customer self-service rather than internal training. Lastly, designating the Knowledge Base as only for internal communication undermines its purpose; it is expressly designed for customers to access information and support related to their inquiries.