Write and share effective knowledge base articles
A knowledge base is a collection of articles that help your customers with their requests as well as providing a reference for your team. It's there even when you're on holidays, working on other requests, or have gone home for the day.
Why write and share knowledge articles?
If you get a lot of similar requests its useful to write and share knowledge articles.
Write knowledge base articles
Use service desk to create template-based knowledge base articles.
Feature relevant knowledge base articles in your help center
Help customers self-serve by featuring relevant articles at the top of each help center category.
How can I use keywords to help people find articles?
The knowledge base suggests articles to customers and agents using keywords from request summaries.
What are the benefits of knowledge base categories?
Keep your knowledge base organized by categorizing articles together to help agents and customers find answers quickly.
Categorize knowledge base articles
How to categorize a knowledge base article.
Add a knowledge base article to multiple categories
Add an article to multiple categories in your customer portal.
Delete a knowledge base article category
How to delete a knowledge base article category.
Search for a knowledge base article in a request
Search for an article from within the issue view of a request.
Share article links with customers from your knowledge base
Share links to knowledge base articles with customers.
Share knowledge base articles with customers in a request
Share articles with customers from the internal issue view of a request.
Why capture and share answers?
Reusing captured answers allows your team to save time by responding to customers rapidly and easily.
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