140 Views Knowledge base - A detailed introduction
Helping customers with a solution within their reach would help you gain their hearts. In this way, customers get solutions to their problems and answers to their queries before they submit them. So that they get their problems solved more quickly and saves you a lot of time.
Creating and maintaining knowledge base is an art. A well built and actively maintained knowledge base helps your customers providing instant solutions when required.
As your Deskero helpdesk integrated with Knowledge base, agents can share solutions in an easy way. Since customers also have access to the Knowledge-base, they get quick resolution and resolve the issue themselves using the self-instructed Knowledge base solutions.
Once you build your knowledge base and create solutions, you can configure your support portal to auto-suggest solutions similar to a customer's query while they draft and submit the tickets. You can manage Knowledge base and it’s solutions by navigating through Settings → knowledge base areas.
You can learn more about Knowledge base, terminology of KB, a guide to configure Knowledge base can be found here.
Plans that support the feature: Newbie, Social, Business, Power