How do knowledge base articles contribute to the service experience in Zendesk?

Knowledge base articles play a crucial role in enhancing the service experience in Zendesk by providing self-service options for customers. When customers have access to a well-organized knowledge base, they can find answers to common questions and resolve issues on their own without needing to reach out to support agents. This empowerment not only fosters customer satisfaction but also allows customers to find information at their convenience, leading to a more efficient service experience.

Moreover, self-service via knowledge base articles can reduce wait times for customers, as they are not dependent on agents for every query. This proactive approach helps to build a positive relationship between customers and the support team, as customers feel they have the tools they need to help themselves.

The other choices do not capture the benefits of knowledge base articles effectively. Complicating customer inquiries does not align with the purpose of these articles, and they serve as a resource for both customers and agents rather than being solely for agent reference. While they can help reduce ticket volume, this is more of a secondary effect rather than the primary contribution of knowledge base articles to service experience.