How can agents leverage knowledge to help clients?

You can use our Knowledge Capture app to leverage your team's collective knowledge.

With this app, your agents can:

• Search the Help Center without leaving the ticket
• Insert links to relevant Help Center articles in ticket comments
• Add embedded comments to existing articles that need to be updated
• Create new items by replying to tickets using a predefined template

Allow agents to share, mark, or create content without ever leaving the ticket interface, while improving your self-service for other customers.

To get started, see the Knowledge Capture application documentation.

Before your agents can start creating new content directly from tickets, you must create a template that they can use. Here are some ideas for templates that can help you. You can copy and paste any sample template below into a new article, add the KCTemplate label to the article, and you'll be ready.

Q&A Template

[ Title]

Question

write the question here.

Reply

write the answer here.

Model Solution:

[ Title]

symptoms

describe the symptoms here.

Resolution

describe the resolution here.

Cause

describe the cause here.

Model Procedure:

[ Title]

Objective

describe the purpose of the task here.

Procedure

describe the steps to follow here.