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 comments to existing articles that need updates
- Create new articles while responding to tickets using a predefined template
Agents never have to leave the ticket interface to share, point to, or create knowledge, so they can help the customer while also improving your self-service options for other customers.
To get started, check out 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, we’ve provided some template ideas below. You can copy and paste any example template below into a new article, add the KCTemplate tag to the article, and you’ll be ready.
Question and Answer 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.