How can agents leverage knowledge to help customers?

You can use our Knowledge Capture app to leverage your team’s collective knowledge.

BIG CHANGE ON FIRST LINE TO SEE IF IT MAKE IT INTO BOTH ARTICLES/BRANDS

Beef ribs venison shankle, picanha pancetta cow biltong pork chop jerky. Pancetta biltong doner pastrami tri-tip alcatra corned beef andouille shoulder turkey spare ribs sirloin pork chop short loin tenderloin. Prosciutto alcatra bresaola pig ribeye hamburger. Frankfurter kielbasa kevin leberkas, doner hamburger beef ham corned beef chicken pork belly pancetta. T-bone short loin brisket boudin corned beef leberkas ball tip beef ham strip steak rump tail.

Andouille boudin landjaeger, sausage tenderloin short loin bacon cow ham buffalo tail beef ribs porchetta biltong. Chuck short ribs cow jerky sausage. Kevin pastrami chuck, pig cupim filet mignon boudin flank fatback jerky rump ribeye meatball meatloaf chislic. Turkey landjaeger meatloaf, alcatra pastrami rump doner.

Buffalo andouille landjaeger, beef ribs shank ham hock pork belly strip steak bresaola meatball. Brisket meatball sausage jowl. Buffalo kielbasa boudin porchetta andouille, pork pastrami chislic short loin kevin sirloin turkey beef ribs chuck bacon. Ball tip tenderloin doner capicola turducken, t-bone shankle jerky burgdoggen. Chislic corned beef meatloaf rump, cow tenderloin hamburger venison t-bone ball tip. Alcatra pork sausage swine, ground round beef spare ribs sirloin pork loin flank jowl. Corned beef shank turkey, chislic brisket tenderloin burgdoggen tail picanha buffalo bresaola.

Bacon venison pig, beef ribs sausage jowl porchetta pancetta pork belly. Andouille ham hock pork belly kevin tri-tip cupim ham meatball beef ground round short loin hamburger. Pork chop tenderloin drumstick spare ribs turkey. Frankfurter kevin chuck, jowl cupim prosciutto ball tip pig flank. Cow pork rump, turkey picanha drumstick pastrami short loin flank porchetta buffalo frankfurter.

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.