These are two benefits that can be expected from Knowledge-Centered Support (KCS) adoption. KCS is a methodology that focuses on creating and maintaining knowledge as a by-product of solving issues. KCS advocates for a knowledge article life cycle that evolves based on usage and demand, meaning that articles are updated and improved based on feedback, analytics, and relevance. KCS also aims to reduce issue resolution time by enabling agents to find and reuse existing knowledge articles, as well as creating new articles for future use. Verified References: : https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_overview.
htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_benefits.htm&type=5