How can agents use their knowledge to help customers?

you are our Knowledge capture app Leverage your team's collective knowledge.

Agents can use the app to Wool:

• Search the Help Center without closing the ticket
• Insert links to related help center articles in ticket comments
• Add inline feedback to existing articles that need updating
• Create new articles while responding to tickets using predefined templates

Agents do not need to leave the ticket interface to share, flag, or generate knowledge. Self-help while helping customers Service products can be improved. for other customers.

To get started, see: Knowledge capture document.

And before the agent starts creating new knowledge directly from the ticket you will have to Create template Can be used. To help, we've provided some template ideas below. Copy and paste the sample template below into a new article and add can. Label your article KCTemplate and you're all set.

Q&A template:

[Title]

Question

Write your question here

Answer

Write your answer here

Solution Template:

[Title]

Symptoms

Write your symptoms here

Resolution

Write your resolution here

Cause

Write the cause here.

Method Template:

[Title]

Goal

Write your purpose or task here.

Procedure

Write your steps here