What does the term "Knowledge Base" refer to in Salesforce?

The term "Knowledge Base" in Salesforce refers to a repository of articles and solutions designed to assist both agents and customers. This resource provides a centralized location for information such as best practices, FAQs, troubleshooting guides, and other helpful documentation. It empowers customer service agents by giving them quick access to relevant information, which enhances their ability to resolve issues efficiently. Additionally, customers can leverage the knowledge base to find answers to their inquiries without needing direct support, improving their overall experience and reducing the workload on support teams.

In contrast, the other options do not encapsulate the core essence of a knowledge base. A list of customer complaints and issues focuses on problems rather than solutions. A database for contact center employee information is geared towards HR functions rather than customer support resources. Lastly, a tracking system for inventory and order fulfillment addresses logistics and operational needs, which differs fundamentally from the knowledge sharing capability inherent in a knowledge base.