Learn how to succeed in your role as a service desk agent.
What is a knowledge base?
A knowledge base stores helpful articles, such as how-tos and frequently asked questions (FAQs) that your team and customers can reference. Here are some ways a knowledge base can help your team:
Customers can help themselves by searching for articles in the help center
Agents can solve requests faster by sharing articles with customers or referencing articles while they work
If a request contains useful information, agents can quickly create a new article from it.
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