No, there’s no need for your representatives to engage in every conversation or discussion on customer forums or within a knowledge base. A knowledge base is referred to as a “customer self-service tool” for a reason. It should be organized in a way that empowers customers to look for information and educate themselves mostly independently. When they want to consult about something or ask for someone else’s opinion, they can start a thread and interact with other customers or users.
Your representatives should facilitate these processes and engage only when they notice that customers can’t find the information they are looking for, other customers are providing wrong or misleading answers, or if a discussion goes in the wrong direction.