Allow your customers to self serve with a knowledge base

If your service desk has a linked knowledge base, you can use knowledge articles to solve customer requests faster.

For example, if you get a lot of requests about printing problems, you can write a step-by-step article that helps customers troubleshoot the problem themselves.

Articles can help resolve requests faster by:

  • Allowing customers to search for help from the help center and solve problems instead of raising a request

  • Allowing agents to share articles with customers so they can try to troubleshoot on their own.

Agents can also write internal articles and reference them while they work on an issue. Articles that customers can't view (e.g. articles about how to give customers access to an internal system) are marked with a red padlock.


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