Knowledge articles

Write an article

1. Go to Knowledge > Knowledge Articles > New. The process bar shows Draft, Review, Publish.
2. In Draft, give it a title, a Summary, a Category and Keywords that customers would use, and write the Article.
3. Move it on to Review for someone to check. It stays a draft, so agents do not see it yet.
4. Move it on to Publish, or set Article Status to Published. Published On and Review By (a year on) are filled in, and agents can find it.

Use it on a case

The case's Knowledge tab searches published articles from the case title as you open it. Change the words to search again. Select Used to resolve on the article that helped: it is listed under Articles used, and the article counts the cases it helped with.

Keep it up to date

• A published article cannot be edited, so what agents read never changes under them. Select New Version: a draft copy opens. Publish it and the old version is archived.
• Check articles that reach their Review By date.
• Archive an article that no longer applies: it leaves search, and its process is finished.

Canned responses

In Knowledge > Canned Responses, save replies agents send often. Use placeholders such as {contact first name}, {case number} and {agent}, filled in when the reply opens. Set Shared to Yes for the whole team.