Knowledge Base
The support knowledge base gives customers self-serve answers to common questions.
#What it is
A well-maintained knowledge base deflects repeat tickets and speeds replies with linkable articles. It is separate from this product documentation.
#Key capabilities
- Publish self-serve help articles
- Surface articles in ticket replies
- Reduce repeat question volume
- Draft articles with AI for review
#How to use it
1
Write articles
Cover your most common questions.
2
Publish
Make them available to customers.
3
Link in replies
Point customers to the right article.
Tip
The Content Writer Agent can draft help articles; review before publishing.
#Related AI departments
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