You can use our Knowledge Capture app to leverage the collective knowledge of your team.
Using the application, agents can:
- Search Help Center without leaving ticket
- Insert links to relevant Help Center articles in ticket comments
- Add inline feedback to existing articles that need updates
- Create new articles while responding to tickets using a predefined template
Agents do not have to leave the ticket interface to share, tag, or create knowledge to help the customer, while improving their self-service offerings to other users.
And before your agents can start creating new knowledge directly from tickets, you'll need to create a template for their use. To help you out, here are some template ideas. You can copy and paste any sample template below into the new article, add the label KCTemplate to it and you're done!
Question and Answer Template:
write the question here.
write the answer here.
write the symptoms here.
write the resolution here.
write the cause here.
write the purpose or task here.
write the steps here.