How can counselors use a knowledge base to help customers?

Use the Knowledge Capture app to tap into your team's accumulated knowledge base.

Using this app, counselors can do the following tasks:

• Search the help center without leaving the ticket
• Insert links to related help center articles in ticket comments
• Adding inline feedback to an existing document that needs to be updated

Create a new document while answering a ticket using a predefined template

Agents can share, flag, or create knowledge base articles without leaving the ticket interface, so they can support customers while improving self-service capabilities for other customers.

To get started, see the Knowledge Capture article.

To create a new knowledge base article directly from a ticket, agents must first create a template.

To help, we've prepared a few template ideas below.

Simply copy and paste the example template below into a new document, then add the KCTemplate label to the document.

Q&A template:

[title]

question

Write your question here.

answer

Write your answers here.

Solution template:

[title]

symptoms

Write your symptoms here.

Resolve

Please write the solution here..

cause

Write the cause here.

Method template:

[title]

goals

Write down your purpose or task here.

procedure

Write the steps here.