Customer Service Module: Knowledge base
- Barbara Lavia
What is the Knowledge Base?
The Customer Service module has a tool called Knowledge Base. This allows you to have preloaded some messages that operators will use regularly, such as greetings, and farewells, among others.
This tool allows operators to optimize the time required for a query, since with a few simple clicks they avoid writing messages that they use every day.
How to create a new entry
Within the Knowledge Base, we are going to click on the "+ Knowledge Base" button. A tab will open where we can complete all the information necessary to generate our message.
The responses are common messages, such as welcomes, goodbyes, etc.
These messages may include links to YouTube with, for example, video tutorials that must be sent to the user.
To generate a new response, it is necessary:
Enter a Title: this will be the name that the message will have.
Add a description: detailing the usefulness of that message.
Assign/generate tags: This step is optional, but it is very useful when searching for messages.
Select the type of entry: we select Response.
Generate the Response: It will be the text that will be sent to the user as a message.
YouTube link: optional.
Click on the Save button.
Done! The answer is already part of the knowledge base 👍
How to search for an answer in the Knowledge Base?
You can search by keyword or tag, typing the text to search in the bar for this purpose.
