Agent knowledge

2 コメント

  • Devan - Community Manager
    Zendesk Community Team

    Hello Jaïs Pingouroux,

    For agent team communication and sharing information on edge cases through note I would recommend the use of an app, like the agent notes app I linked below. I've also shared an article on agent productivity that might help. 

    Fine Tuning: Agent Productivity

    Sicky Notes: Zendesk App

    Best regards. 

  • Andy R

    Storing Knowledge in a ticket is bad practice because it's hard find back to that knowledge. A dedicated KB platform has much better technology for creating, storing and making knowledge findable.

    I would advise you to read up on Knowledge Centered Service methodology:

    TL:DR: All known issues should be documented in a Knowledge Base and be findable, also those who are Work in Progress. Because... what's the purpose of spending time on creating knowledge articles if your audience is unable to find it.

    The way that Knowledge is structured is also very important:



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