Knowledge Capture App allows you to utilize the knowledge of your entire team for support.
With this app, agents can:
- Search for Help Center articles within tickets
- Add links to relevant Help Center articles in ticket comments
- Add inline feedback to existing articles that need updating
- Create new articles or reply to tickets using default templates
Agents can share, flag, and create knowledge within the ticket interface, improving self-service for other customers while supporting the current customer.
For instructions on how to use the app, refer to the Knowledge Capture App Manual.
To enable agents to create new knowledge directly from tickets, it is necessary to create templates. Here are a few template ideas that might be helpful. Copy the sample templates below and paste them into a new article, then add the KCTemplate label to the article to prepare it.
Q&A Template:
[Title]
Question
Enter the question here.
Answer
Enter the answer here.
Solution Template:
[Title]
Symptom
Enter the symptom here.
Solution
Enter the solution here.
Cause
Enter the cause here.
How-To Template:
[Title]
Purpose
Enter the purpose or task here.
Steps
Enter the steps here.