Knowledge base

A knowledge base is a set of articles with answers to frequent questions that helps both customers and agents.

A knowledge base holds instructions, terms and answers to typical questions. A customer finds a solution alone, and an agent quickly inserts a verified answer.

A good knowledge base reduces support load: part of the requests never appear. Articles should be updated from real customer questions found in tickets.

In Connecta the knowledge base is built into the agent workspace, so an answer can be found and inserted without leaving the conversation.