What is Salesforce's Knowledge Base used for?

The Knowledge Base in Salesforce is a crucial component designed specifically to support customer service and training initiatives. It serves as a centralized repository where articles, frequently asked questions (FAQs), and various types of documentation can be stored and accessed. This enables customer support representatives to quickly find relevant information to assist customers effectively, improving the overall support experience.

Additionally, having a well-organized Knowledge Base allows organizations to empower their users by providing immediate access to self-service resources, helping reduce the volume of support inquiries. This function enhances the efficiency of training programs, as employees can reference documented material to learn about products and services.

In contrast, the other options pertain to different functionalities that Salesforce provides but do not align with the primary purpose of the Knowledge Base. For instance, generating sales forecasts relates to sales management tools, while employee performance reviews are typically handled through HR or employee management solutions. Similarly, project management focus on timelines and milestones would be addressed by other specific project management tools rather than the Knowledge Base.