Knowledge base

We use KB as a notation to reference to the knowledge base.

The Knowledge Base page is accessible by clicking on the Knowledge Base section in the main navigation bar on the top of the screen.

The KB stores various information regarding your products, services and other so that you can solve repeating cases faster.

Adding a knowledge base entry

  1. Navigate to the Knowledge Base,

  2. click on the + Add button to open the form,

  3. populate the data and press the Save button in the bottom right corner.

The KB number gets calculated by the system.

The key parts of a knowledge base entry

Details

Here the essential information regarding the entry, such as the type, related product, description, its status and some other metadata are stored.

Cases with this KB Item as Solution

Here you see all the cases that you solved with the help of this entry. This helps you distinguish good entries from bad ones to improve the KB. It also allows other agents to solve similar cases much faster.

Tips for improving quality

Implement reviews

You can use the status field of the entry to indicate if it needs to be reviewed by an expert, or if it’s accepted or rejected.