How can agents leverage knowledge to help customers?
You can use our Knowledge Capture app to leverage your team’s collective knowledge.
Using the app, agents can:
- Search the Help Centre without leaving the ticket
- Insert links to relevant Help Centre articles in ticket comments
- Add inline feedback to existing articles that need updates
- Create new articles while answering tickets using a pre-defined template
Agents never have to leave the ticket interface to share, flag, or create knowledge, so they can help the customer, while also improving your self-service offerings for other customers.
To get started, see our Knowledge Capture documentation.
And before your agents can start creating new knowledge directly from tickets, you’ll need to create a template for them to use. To help you along, we’ve provided some template ideas below. You can copy and paste any sample template below into a new article, add the KCTemplate label to the article, and you’ll be all set.
Questionwrite the question here.
Answerwrite the answer here.
Symptomswrite the symptoms here.
Resolutionwrite the resolution here.
Causewrite the cause here.
Objectivewrite the purpose or task here.
Procedurewrite the steps here.