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A Knowledge Base refers to a self-help section within a Helpdesk, containing articles and help-text about the product and its features. Serving as a setup guide of sorts, these articles are usually supported with Product/Feature demonstration videos, that could help a user setup or troubleshoot specific features or onboard them onto using a feature or module better.
Armed with a Search functionality, Knowledge Bases let the end-users search and troubleshoot problems by themselves. The more comprehensive a knowledge base is, the more educated an end-user is, and the lesser number of support tickets an agent has to deal with.
Alternatively comprehensive Knowledge Bases, also help a support center agent redirect a user to these, to help themselves when they choose to reach out via a direct support channel.