How can agents utilize knowledge to assist customers?

You can use our Knowledge Capture app to leverage the collective knowledge within your team.

With the app, agents can:

• Search the Help Center without leaving the ticket
• Insert links to relevant Help Center articles in ticket comments
• Add inline feedback to existing articles that need to be updated
• Write new articles using a ready-made template while answering tickets

Agents never have to leave the ticket interface to share, highlight, or add knowledge, so they can assist the customer while improving your self-service options for other customers.

Refer to our Knowledge Capture documentation to get started.

And before your agents start adding new knowledge directly from tickets to your Help Center, you'll need to create a template for them to use. Below are some template ideas to get you started. You can copy and paste any example template below into a new article, add the label KCTemplate to the article, and you're good to go.

Question and Answer Template:

[Name]

Question

Write the question here.

Answer

Write the answer here.

Solution Template:

[Name]

Symptoms

Write the symptoms here.

Solution

Write the solution here.

Cause

Write the cause here.

Procedure Template:

[Name]

Objective

Write the objective or task here.

Procedure

Write the steps to be followed here.