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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 with the app, see Installing the Knowledge Capture app and Using the Knowledge Capture app.

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.

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