How can agents use knowledge to help customers?

With the Knowledge Capture app, you can benefit from your team's accumulated knowledge.

With this app, agents can do the following:

• search the help center directly from the ticket
• include links to relevant Help Center articles in ticket comments
• add inline feedback to existing posts that need to be updated
• Create new posts using a predefined template when replying to tickets.

Agents don't need to leave the ticket interface to share, tag, or create posts. This allows them to help the customer while improving the self-service offering for other customers.

You can find useful information to get started in the Knowledge Capture app documentation.

Before agents can create new posts directly from a ticket, they need to create a template that they can use. See a few examples below. All you need to do is copy the desired template into a new post and add the KCTemplate label to the post. It's that easy!

Question and answer template:

[title]

question

Type your question here.

response

Type your answer here.

Solution template:

[title]

symptoms

Enter symptoms here.

solution

Enter the solution here.

cause

Enter the reason here.

Instructions template:

[title]

target

Enter purpose or task here.

expiry

Enter steps here.