I like how easy it was for me as an end user or customer service rep/agent who may not have much experience working online but still wanted information about our products /services offered at my workplace! It's also very effective when you're trying find something specific within their database such as "How do we use this?" etc..
The search function can sometimes become glitchy so make sure if there are any errors just keep refreshing until they resolve themselfs - which usually happens fairly quickly once notified via email from support team member(if needed).