Write and share effective knowledge base articles

A knowledge base is a collection of articles that you can set up and make available to your customers and your team members.

An external knowledge base contains articles that help your customers find answers to their questions even before they raise a request. It might contain FAQs, how-tos, or troubleshooting articles that are available even when your team is on vacation, working on other requests, or gone home for the day. The knowledge base articles are stored in Confluence and are surfaced in the portal or virtual agent.

An internal knowledge base contains articles that serve as documentation for your team members (or agents, human or AI) to use when resolving requests. This knowledge base might contain detailed procedures, technical steps, and sensitive information that can’t be accessed by customers.

Your knowledge base will also play a key role in improving the quality and accuracy of AI answers if your virtual agent is using AI answers.

Read more about AI answers in the virtual agent

Here are some examples of situations in which a knowledge base article can help in resolving issues quickly:

• If you get a lot of similar requests such as How do I access office wifi?, you can write a how-to article. When customers search for ‘wifi’ in the help center, they'll find your article. If they send you a request, you can share the article with them rather than walking them through the steps in a comment.

• If you're upgrading a system, you can write a step-by-step upgrade guide and link to it from an announcement in the help center.

• If you usually work on issues that require you to walk your customers through a series of steps to diagnose and troubleshoot a problem such as a broken printer, you can write a troubleshooting guide instead. People can find it in the help center, or you can share it with them in a request.

• If a team member is unsure of the best way to resolve an issue, they can always refer the articles in your knowledge base for information.