What is the primary function of a knowledge base in inquiries handling?

What is the primary function of a knowledge base in inquiries handling?

• A. To store only completed cases.
• B. Provide an approved repository of information used to answer inquiries, cite sources, and keep it updated.
• C. To replace human agents.
• D. To record weather data.

Answer: (B)

Inquiries handling relies on a centralized, approved collection of information that can be trusted to answer questions, with sources cited and kept up to date. This knowledge base serves as the single source of accurate guidance for both agents and customers, enabling consistent, quick, and traceable responses. Keeping the content current is essential so answers reflect the latest policies and product details, which also supports self-service when appropriate. The idea of storing only completed cases misses the purpose, since the value lies in the information and guidance itself. It isn’t meant to replace human agents, but to assist them and improve consistency. Recording weather data is irrelevant to inquiries handling.