Hello, how can we help you?

This FAQ is a section in the General category of your help center knowledge base. We created this category and a few common sections to help you get started with your Help Center.

The knowledge base in the Help Center consists of three main page types: category pages, section pages, and articles. Here's the structure:

Comments are part of the articles. The articles pages are part of Sections page. The Sections pages are part of the Category pages.

You can create your own categories, sections, and articles and modify or completely delete ours. See the Organizing knowledge base content and Creating articles in the Help Center to learn how.

July 05, 2024 09:02

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 Center without leaving the ticket
Insert links to relevant Help Center 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.

Q&A template:

[Title]

Question
write the question here.

Answer
write the answer here.

Solution template:

[Title]

Symptoms
write the symptoms here.

Resolution
write the resolution here.

Cause
write the cause here.

How-to template:

[Title]

Objective
write the purpose or task here.

Procedure
write the steps here.