Integrated Knowledge Base

A knowledge base acts as a dynamic, organized repository for both internal and external information dissemination. Internally, it encompasses a wide array of documentation including company policies, procedural updates, training materials, strategic outlines, and more. Externally, it enhances customer support through a self-service portal, offering round-the-clock access to frequently asked questions, product details, or specific subject matter insights.

Each article in a knowledge base targets a particular issue, query, or subject, serving as a comprehensive resource. These articles might cover detailed explanations, procedural steps, troubleshooting guidance, or practical solutions, all aimed at empowering users to find answers independently.

Creating an impactful knowledge base article involves several key steps: Begin with a concise, informative title. Maintain a clear and approachable tone, steering clear of overly technical language. Organize content with coherent headings for easy navigation. Deliver guidance through detailed, sequential instructions. Integrate hyperlinks to supplementary content or resources. Aim for brevity and relevance in your exposition. Finally, validate the article's effectiveness through user feedback to ensure it meets its informational goal.

The Knowledge Base may have storage limitations to balance affordability with comprehensive functionality. Upon reaching storage limits, continued use is possible, but expanding article capacity requires the Knowledge Add-On Pack. This solution, functioning independently from subscription plans or user accounts, allows for flexible expansion based on actual needs, optimizing cost-efficiency.

It's straightforward. To make an article visible only to other agents, simply set its visibility to Local.

Easily done. To make an article accessible to your employees or external clients as well, set its visibility to Global.

Your knowledge base database's security is paramount, utilizing platforms like Microsoft Azure for unparalleled data protection. Encrypted storage in secure data centers, coupled with stringent access controls, ensures the confidentiality and integrity of your information.

Yes, all multimedia content, including images linked to knowledge base articles, is safeguarded through comprehensive security protocols. Stored in secure, segregated locations, these assets are accessible only under strict conditions to preserve data privacy and security.