Overview of Knowledge Base
Knowledge bases are commonly used to complement a help desk. Similar to an FAQ (frequently asked questions), a knowledge base is designed to organize and present your most common customer questions or problems and an explanation of how to solve them. A knowledge base usually stores:
- Troubleshooting information
- White papers
- User manuals
- Knowledge tags
- Answers to frequently asked questions
Typically, a search engine is used to locate information in the system, or users may browse through a custom classification scheme.
How Businesses Use Knowledge BaseInstead of answering the same question over and over, businesses save time and money by directly customers to a online knowledge base before having them submit or open a ticket or call support directly. A knowledge base can also keep customers updated with:
- News & announcements
- Release information & product updates
Why Zendesk?Finding the right answer at the right time is a challenge facing all businesses. Zendesk’s powerful search function gives your customers the ability to find any information you have put online and put it to use immediately. Creating content is as easy as writing an email! Simply type up the knowledge base support article, add any images or links you need to, and publish it on your help desk. Once the article is published, your customers can provide self-service and avoid tying up your support agents with questions. We believe a knowledge base is a great way to save your customer support team time and resources, while supplying customers with the information they need to make an informed decision. Setting up a Zendesk help desk and knowledge base is easy: simply sign up for a trial and you will be able to respond to customers in a matter of minutes. Use your existing domain and email addresses – Zendesk will integrate seamlessly into your architecture. Monitor and respond to all your customer requests in a matter of minutes!
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