Knowledge Base

A centralized repository of information and resources, typically used for issue resolution.

What is a knowledge base?

The knowledge base serves as a comprehensive source of information that agents can access to find solutions, answers to common questions, and best practices. It is a valuable resource for both agents and users, contributing to efficient issue resolution and improved customer satisfaction.

Benefits of Knowledge Base in Desk365

  • Quick Issue Resolution: Agents can rapidly find solutions to customer issues by referring to the knowledge base, reducing resolution times and improving efficiency. 
  • Consistent Responses: A knowledge base ensures that agents provide consistent and accurate information to users, maintaining a standardized approach to problem-solving. 
  • Onboarding and Training: New agents can use the knowledge base as a training resource, facilitating onboarding and ensuring a smooth transition into their roles. 
  • Reduced Dependency on Experts: Agents can handle a broader range of issues without constantly relying on subject matter experts, fostering independence and autonomy. 
  • Improved Customer Satisfaction: Quick access to accurate information allows agents to provide prompt and effective support, contributing to higher levels of customer satisfaction. 
  • Time Savings: Agents save time by avoiding the need to research solutions from scratch, enabling them to focus on more complex issues or tasks. 
  • Enhanced Collaboration: Agents can collaborate more effectively by sharing and contributing to the knowledge base, fostering a culture of continuous improvement.


Also, read about: Multi-brand Knowledge Base 

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