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.
Comments
9 comments
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Publish content in other languages, use translation tools like Google Translate or hire professional translators for accuracy. For example, translating Traffic Rider into multiple languages ensures your global audience understands your content seamlessly.
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How agents use tools to streamline responses, having a clear and updated menu can make a huge difference for customers. For instance, knowing the Sonic Drive-In restaurant menu helps customers make quick decisions, similar to how agents use templates for efficient problem-solving. Both scenarios highlight the importance of accessible information!
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It looks like you are viewing a default FAQ section from a Help Center knowledge base. This section explains the structure of the Help Center, which typically includes categories, sections, and articles to organize content effectively.
If you are managing a knowledge base, you can customize, modify, or delete these default sections to better fit your needs. Organizing content properly ensures users can find the information they need efficiently.
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That sounds really useful. Does the Knowledge Capture app also allow tracking which articles are most inserted into tickets, so we can see what content agents rely on the most?
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