Build a Knowledge Base & FAQ to Give Agents and Customers Quick Answers
Create a database of service request resolutions, FAQs, how to's, and tips for agents and customers! This time-saving Knowledge Base serves as an FAQ, helping customers independently resolve their own issues, and allows agents to solve service requests as quickly and easily as possible.
Benefits:
- Build a Knowledge Base for agents and an FAQ for customers
- Provide customers 24X7 access to FAQ answers
- Add resolutions manually or automatically to the Knowledge Base
- Offers customers automatic resolution suggestions while they fill out a service request
- Attach media files to enrich the content of a Knowledge Base article
- Provide agents and customers with consistent answers
Reduce agents’ workload by giving them the right information when needed, and reduce ticket workload by giving customers immediate answers, 24/7, before they ever have to submit a ticket!
Share and Retain Knowledge to Work Faster
With the Knowledge Base, agents gather and share the combined knowledge of the customer service department by storing the resolutions of past service requests for everyone’s benefit. These Knowledge Base entries are easily accessible, and ensure agents provide quick, consistent answers.
Find the Right Answers When & Where You Need Them
When agents encounter a service request and need an answer, it’s easy to see if the solution is already in the Knowledge Base. A simple search performed from within the service request shows Knowledge Base articles with the same category as the service request.
Minimize Ticket Volume & Redundancy
Agents can focus energy on where it’s most important! When customers confront common issues, the customers’ Knowledge Base (the FAQ), located in the Self Service Portal, helps them find solutions on their own--reducing the overall service request volume.
Reduce Response Time, Improve Productivity
With the Knowledge Base at your fingertips, agents can find answers as quickly as possible. This means that agents can respond to issues faster, address serious issues with shorter turnaround time, and retrieve resolutions from past service requests.
Cut Training Time of New Agents
Why learn the hard way? Get instant access to correct solutions, learn from the best, and become a better agent in less time. Because the Knowledge Base is completely integrated with the Helpdesk, even the newest of agents can begin resolving service requests by referring to solutions that are logged in the Knowledge Base.
The FAQ: Provide Your Customers with 24/7 Support
While building the Knowledge Base, you can also create and add items to the customers' Knowledge Base - the FAQ. From the Self Service Portal, customers can search for answers to their issues and possibly resolve them on their own.
SysAid CSS Auto-Suggest
As a customer types in the title of their service request, SysAid CSS searches the FAQ for relevant items. The FAQ then automatically provides suggestions the customers can use to resolve the issue on their own without having to submit a service request.
Easy Auto-Suggest Customization
Customize Auto-Suggest to make the suggestions most relevant to customers' needs. Results can be based on title, question, and/or answer, and you can also specify the words you wish to exclude from the search so that the results are most relevant.
Quick and Simple Creation of Knowledge Base Items
Intuitive interface makes it easy to manually or automatically add items to the Knowledge Base. With article expiration date fields and keyword fields, it is easy to manage every entry.
Automatic
When you close a ticket, SysAid CSS allows you to immediately add the specific resolution of that service request to the Knowledge Base.
Manual
If there are new issues that don’t already exist in the Knowledge Base, you can easily add any item to the Knowledge Base.
Enrich Knowledge Base Content with Images & Media
The Knowledge Base’s customization options allow you to:
- Attach any files you want--instructional support or service documentation, payment instructions, bank details
- Use full HTML capabilities--format the font, add pictures, and design the item as you see fit
- Embed media files, how to tutorials, YouTube frames
The Result: Preserve the valuable service knowledge that your organization has accumulated over the years. Resolve issues faster, give customers self-help, and boost productivity!
