Knowledge and content
By Dan Castiel 10 articles
Set up a reliable Knowledge baseChoose the right Knowledge source, organize it, control visibility and publication, and maintain one trusted answer.Use snippets to highlight products and scenariosAdd focused, reusable guidance for a product or recurring situation, then verify how the Agent applies it.Organize Knowledge with foldersCreate a maintainable folder system that also provides the default collection structure for public Helpdesk content.Create and publish a Knowledge articleWrite a structured article, set public and publication states deliberately, test it, and include it in Helpdesk safely.Use snippets for reusable guidanceCreate concise private guidance for recurring situations, control its scope, resolve conflicts, and verify application.Import webpages and external help centersChoose the right external source type, avoid duplicate authority, verify imported content, and define maintenance ownership.Add a document to KnowledgeUpload a maintainable document and make its approved information available to the Agent Follow a safe workflow, verify the customer-facing result, and isolate common problems.Add and refresh a webpage in KnowledgeAdd a public webpage as a Knowledge source and keep its imported content current Follow a safe workflow, verify the customer-facing result, and isolate common problems.Control Knowledge visibility, lifecycle, and Helpdesk eligibilityChoose where a Knowledge item can be used and when it should remain active Follow a safe workflow, verify the customer-facing result, and isolate common problems.Replace or remove a Knowledge source safelyRetire obsolete Knowledge without leaving duplicate authority or breaking a customer journey Follow a safe workflow, verify the customer-facing result, and isolate common problems.