Set up a knowledge base in next-gen service desks

A knowledge base is where your team can write and share helpful articles such as how-tos, FAQs, and answers to support questions. They provide customers with the ability to self-serve before raising a request.

A knowledge base:

  • Lets customers help themselves by searching for articles in the help center

  • Gathers customer feedback, leading to more relevant article updates

  • Helps agents solve requests faster if they share and reference articles

  • Encourages agents to create new articles if a request contains useful information

  • Standardizes answers to customer questions instead of offering different responses

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