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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