How can agents leverage knowledge to help customers?

Created by Reboot Monkeys, Modified on Tue, 04 Oct 2022 at 11:25 PM by reboot monkey

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.



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