Love to do some charity work. Have a passion for writing and do it in my spare time
W. Mocroft, Philanthropist, Master Degree in International Business, Las Vegas
Answered Jan 02, 2019
The main reason for adding a knowledge base to a large volume cloud base might well be an additional reason to those listed. The emplyees would not have to be answering the same questions over and over again.
So, yes, the addition of the knowledge base would cover the gap in existing knowledge. It will not highlight where there are further gaps, only duplicate information where answers have already been input. But it should reduce incoming queries for help, and possibly an email channel that serves to answer queries.
However, users typically despair of a company that provides no route to contact. Option B, C and D are relevant, A is irrelevant.