You can use our Knowledge Capture app to leverage your team's collective knowledge.
With the app, agents can:
- Search the Help Center without leaving the ticket
- Insert links to relevant Help Center articles in ticket comments
- Add embedded feedback 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, tag, or create knowledge, so they can assist the customer while simultaneously improving your self-service offerings for other customers.
To get started, see our Knowledge Capture documentation.
Before your agents can start creating new knowledge directly from tickets, you will need to create a template for them to use. To help you, we have provided some template ideas below. You can copy and paste any sample template below into a new article, add the KCTemplate tag to the article, and you’ll be ready to go.
Question and Answer Template:
[Title]
Question
write the question here.
Answer
write the answer here.
Solution Template:
[Title]
Symptoms
write the symptoms here.
Solution
write the solution here.
Cause
write the cause here.
How-to Template:
[Title]
Goal
write the goal or task here.
Procedure
write the steps here.