How do I create a knowledge base for our agents?
Create articles to build a knowledge base repository for how-to, troubleshooting and procedural information with the knowledge base feature by clicking the resources menu in your portal. Add the necessary category before creating the articles. Knowledge bases can guide employees and agents to specific articles to help troubleshoot and solve their issues.
Add article category:
By default, agents are not permitted to create, edit, or manage knowledge base articles. Admin can enable permission by clicking the resources checkbox in settings/agents as below. Also, set the visibility to control who can see the article.
You can add file attachments and links to the article. Setting up an internal knowledge base is a great way to encourage your employees to cooperate and efficiently share ideas.
