How can agents leverage knowledge to help customers?

Our Knowledge Capture application can be utilized to harness the collective knowledge of your team.

Through the application, agents are able to:

• Conduct searches in the Help Center without exiting the ticket interface
• Insert links to pertinent Help Center articles within ticket comments
• Provide inline feedback on existing articles that require updates
• Draft new articles while addressing tickets, utilizing a predefined template

Agents can share, flag, or create knowledge without leaving the ticket interface, thereby assisting customers while simultaneously enhancing your self-service resources for other clients.

To initiate the process, please refer to our Knowledge Capture documentation.

Prior to enabling your agents to create new knowledge directly from tickets, it is necessary to establish a template for their use. To facilitate this, we have provided several template suggestions below. You may copy and paste any sample template into a new article, add the KCTemplate label to the article, and you will be prepared to proceed.

Q&A Template:

[Title]

Question

Please write the question here.

Answer

Please write the answer here.

Solution Template:

[Title]

Symptoms

Please write the symptoms here.

Resolution

Please write the resolution here.

Cause

Please write the cause here.

How-to Template:

[Title]

Objective

Please write the purpose or task here.

Procedure

Please write the steps here.