You can use our Knowledge Capture app to leverage your team’s collective knowledge.
Using the app, agents can:
- Search the Help Center without leaving the ticket
- Insert links to relevant Help Center articles in ticket comments
- Add inline feedback to existing articles that need updates
- Create new articles while answering tickets using a pre-defined template
Agents never have to leave the ticket interface to share, flag, or create knowledge, so they can help the customer, while also improving your self-service offerings for other customers.
To get started, see our Knowledge Capture documentation.
And before your agents can start creating new knowledge directly from tickets, you’ll need to create a template for them to use. To help you along, we’ve provided some template ideas below. You can copy and paste any sample template below into a new article, add the KCTemplate label to the article, and you’ll be all set.
Q&A template:
[Title]
Question
write the question here.
Answer
write the answer here.
Solution template:
[Title]
Symptoms
write the symptoms here.
Resolution
write the resolution here.
Cause
write the cause here.
How-to template:
[Title]
Objective
write the purpose or task here.
Procedure
write the steps here.
Comments
2 comments
The factory service centers for BLACK+DECKER, PORTER CABLE, BOSTITCH, PROTO, and DEWALT generally operate Monday through Friday from 8 AM to 5 PM local time, but specific hours may vary by location. It’s always recommended to contact the Authorized Service Centers directly to confirm their exact hours, as they are subject to change without notice—especially if you’re traveling a long distance or have an urgent need. Just like checking reliable sources before a css process, verifying the service center’s schedule in advance helps avoid inconvenience and ensures a smooth experience.
The factory service centers for BLACK+DECKER, PORTER CABLE, BOSTITCH, PROTO, and DEWALT generally operate Monday through Friday from 8 AM to 5 PM local time, but specific hours may vary by location. It’s always recommended to contact the Authorized Service Centers directly to confirm their exact hours, as they are subject to change without notice—especially if you’re traveling a long distance or have an urgent need. Just like checking reliable sources before a deck Installation, verifying the service center’s schedule in advance helps avoid inconvenience and ensures a smooth experience.
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