Set up a knowledge base in team-managed service projects

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