Plan requirement
| Subscription | Suite Growth or higher, Knowledge Professional or higher |
| Access | Admin |
The knowledge section puts your help centre next to the ticket. Setting it up well is what turns it from decoration into habit.
What agents can do with it
- See articles suggested from the ticket's content.
- Search the help centre without leaving the ticket.
- Insert a link into their reply in one click.
- Flag an article as wrong or missing, which goes to whoever maintains it.
Set it up
- Open Admin Center, then Workspaces, then Agent tools > Context panel.
- Select Turn on Knowledge.
- Pick the content sources it searches: Knowledge articles, Community posts, and External content where you have federated search configured. That last one only appears when you do.
- Decide on Require article templates, which stops agents and admins creating blank articles from here.
- Click Save.
Internal articles are the unlock
The knowledge section can surface articles agents can see and customers cannot. That makes your help centre the place internal procedures live, instead of a document nobody can find.
Agents then have one place to look rather than two, which is the difference between a knowledge base that is used and one that is maintained out of duty.
The feedback loop is the valuable part
Agents flagging an article as unhelpful is the cheapest quality signal you will get. They are reading it at the moment it failed to answer a real question.
It only works if somebody acts on the flags. A queue of ignored feedback teaches agents not to bother, and that habit is hard to restart.
Comments
0 comments
Article is closed for comments.