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.
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.
Questionwrite the question here.
Answerwrite the answer here.
Symptomswrite the symptoms here.
Resolutionwrite the resolution here.
Causewrite the cause here.
Objectivewrite the purpose or task here.
Procedurewrite the steps here.
How do I publish my content in other languages?
Here's the workflow for localizing your Help Center in other languages:
- Get your content translated in the other languages.
- Configure the Help Center to support all your languages.
- Add the translated content to the Help Center.
For instructions, see Localizing the Help Center.
How do I customize my Help Center?
To get started, see Customizing the Help Center.
What are these sections and articles doing here?
This FAQ is a section in the General category of your Help Center knowledge base. We created this category and a few common sections to help you get started with your Help Center.
The knowledge base in the Help Center consists of three main page types: category pages, section pages, and articles. Here's the structure:
You can add your own content and modify or completely delete our content. See the Contributor guide to the Help Center to learn how.
Welcome to your Help Center!
You're looking at your new Help Center. We populated it with placeholder content to help you get started. Feel free to edit or delete this content.
The Help Center is designed to provide a complete self-service support option for your customers. The Help Center is made up of two parts: a knowledge base and a community. Your customers can search for knowledge base articles to learn a task or search the community and ask fellow users questions. If your customers can't find an answer, they can submit a support request.
For more information, see Help Center guide for end-users.
Each user in your community has a Help Center profile (Guide Professional only), so your community members can get to know one another better. Profiles contain relevant information about the community member, along with their activities and contributions to the community. Profiles also give each community member the option to follow another user and get notifications when that user makes a post or comment.