The knowledge base is what the answers are built on: the company's reviewed answers to customer questions, written once and used in every channel. The articles here cover how a knowledge base differs from an FAQ, how to build one from material you already have, how to find knowledge gaps and how to keep the content current.
Humany is now ACE Knowledge. What Telia's announced deal with LeadDesk may mean, how it differs from Supportifier and how to switch without losing answers.
Rickard CollanderA template for help articles that resolve the ticket: one question per article, the answer first, steps, exceptions and plain language. How to test it.
Martin CarlssonHow to find knowledge gaps in ticket history, search logs, the chatbot's unanswered questions and agents' replies, and turn them into articles.
Martin CarlssonA knowledge base is reviewed answers with owners, versions and permissions shared by every channel. How it differs from an FAQ, and how to build one.
Rickard Collander