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How can agents leverage knowledge to help customers?

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.