The Knowledge Management workspace contains tools that help structure, store, and use information. Here you can publish instructions and regulations, add news, and collect feedback from users.
Articles
Articles play a key role in knowledge management. They allow you to create a database that employees use to resolve requests and customers use to search for information on their own.
For more information about tools for working with the knowledge base, read the following articles:
- Fill in the knowledge base in customer service.
- Working with articles on the customer service portal.
- Content Statistics report in customer service.
News
News items are published on the portal and allow external users to be informed about the company and its products. For more details, see the Create news in customer service article.
Suggestions for Improvement
The Suggestions for Improvement directory stores feedback on articles that customers leave on the portal. An employee can open a review, follow the link to the article page, and make changes immediately.
Found a typo? Select it and press Ctrl+Enter to send us feedback