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Share knowledge base articles with customers

You can share knowledge base articles with your customers either from the knowledge base or from the issue view.

Share article with customers from the knowledge base

  1. From your service project, go to Knowledge base.

  2. Select the relevant article.

  3. Under Share this article, select Copy article link.

  4. Share the link with the customer. On clicking the link, the customer will be able to see the article in the help center.

Share article with customers from the issue view

  1. サービス プロジェクトで、[キュー] に移動します。

  2. 対象の課題を選択します。

  3. Go to the Knowledge base section to see relevant articles. You must have at least one knowledge base space linked to your service project to see relevant articles in the issue view.

  4. Hover over the article name and select the Share as comment icon. This will add a link to the respective article in the comment field.

  5. 必要に応じて、コメント フィールドに追加テキストを入力します。

  6. [保存] を選択して顧客とコメントを共有します。

Make sure the article you wish to share is set up to be viewed by your customers. Learn how to manage knowledge base permissions from your service project.

 

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