So there's been a debate within my team regarding the best way to share knowledge between agents regarding specific problems.
I'm not talking here about widely spread issues like "how to reset your password", but tickets pertaining to very specific issues or edge cases that would still need some documentation for all agents to be able to access the knowledge in case (although very unlikely) the problem happens again.
Now, according to the community, what's the best way to do this? Should we write an article, or use tickets to store the knowledge and retrieve the knowledge through search and related ticket suggestions (we use this App)? When a ticket is archived, would a search still display the ticket, or would the knowledge become harder to access?
What's your own best practices on the matter?
Por favor, entrar para comentar.