2Use Knowledge with Service Requests

This chapter contains the following:

You can use Knowledge to help solve service requests by finding articles that are relevant to the service issue, linking those articles to the request, and sending the helpful information to the customer. When you open the Knowledge pane in a service request, you immediately get recommended articles based on the request's title, products, and categories . If the recommended articles don't resolve the issue, you can search for more articles until you find the content that you need.

You can keep a list of favorite articles, rate articles to show which ones are valuable and which ones need to be improved. You can also recommend new articles or updates to existing articles to continually improve knowledge base quality.

Access Knowledge in a Service Request

To access knowledge in a service request, open the Knowledge pane. The Recommended Answers tab shows you articles that are relevant to service request title and any additional product and category information. From here you can read articles, search for more articles, add knowledge to the service request, and manage your favorite articles list.

Search for Articles in a Service Request

If you don't see the article you need in Recommended Answers, you can search for more articles by entering new search terms, additional products and categories, and even multiple languages, if they are supported by your organization.

Be sure that you have set your preferred knowledge locale so that you get the best search results.

  1. Select the search tab, and enter a search term.

  2. Select a locale if you want to see results in a language other than your preferred knowledge locale.

  3. Click the search icon.

  4. Filter the search results by the request's categories or products if you need to.

Your preferred knowledge locale sets your knowledge base language. If you don't set a preferred knowledge locale, you will get knowledge in the default preferred knowledge locale set by the administrator. If the administrator has not set a default preferred knowledge locale, you will get knowledge in the locale that corresponds to your language and territory preferences.

Choose the locale that has the most articles that are useful to you. For example, let's say you live in France, but your organization's knowledge base articles are intended for users in the United States (en-US). Let's also say that your language and territory preference is set to French, France. If an administrator has set the default preferred locale to en_US, all of the articles are available to you.

If you do not set a preferred knowledge locale, then you will see knowledge in the default preferred knowledge locale set by the administrator. If the administrator has not set a default preferred knowledge locale, then no articles are available to you, because there are no French articles in the knowledge base.

  1. Click the user icon at the top right and select Settings and Actions.

  2. Select Set Preferences.

  3. Select Preferred Knowledge Locale and select a locale from the menu.

There are a few ways to use knowledge to help resolve an SR. You can add text from the article, or add a link to the article. You can do it directly from the knowledge pane, from the article details window, or by using the insert knowledge option when you compose an SR message.

Link Articles to SRs

Link an article to an SR to help resolve an issue. Linking articles to SRs helps agents quickly find the right answers to resolve similar issues in the future.

  1. Select the article that you want to link and click the Link article to service request icon.

  2. Save the SR to complete the link. The link will not be active until you save the SR.

View Linked Articles

View the articles linked to an SR to see if they are relevant to the issue you are working on. Click the Delete icon to remove a linked article.

  1. Click the Linked Articles tab in the SR.

    The linked articles window displays all articles linked to the SR.

Send Articles to Customer

You can send articles to customers by adding them as text or links in the SR. You can add them from the knowledge pane or from the article details window.

  1. Open an SR and click the slider to open the knowledge pane.

  2. Locate the article that you want to add to the SR. You can click the article to view the contents.

  3. Click the Insert as Text icon if you want to insert the article as text in a response message.

    Click the Insert as Link icon if you want to insert the article link in a response message.

  4. Select a channel type and edit the message as desired.

  5. Click Send, or click Save to Draft.

Add Article Links to SR Messages

You can send articles to customers by inserting the article links into the SR message. You can only insert articles that are linked to the SR.

  1. Open an SR in edit mode and click the Messages tab.

  2. Select the message type that you want to send from the Compose drop down list.

    The message pane opens.

  3. Click Insert Knowledge.

    The Insert Knowledge page opens and the articles that are linked to the SR appear.

  4. Select the article that you want to insert, click the Insert as Text icon or the Insert as Link icon, and then click Done.

    The article is inserted as text or link in the SR message depending on what you selected.

  5. If you inserted the article as text, you can edit the article's text as desired.

  6. Click Send, or Save to Draft.

Save Links to Articles from the Knowledge Panel

You can copy the URL of an article to add to your bookmarks or share the URL with other agents or colleagues. You should avoid inserting these direct links into public facing documents because users must have access to My Knowledge to use the link.

  1. Open an article in the knowledge panel.

  2. Click the copy icon at the end of the title row to copy the article URL.

Add articles as favorites for quick and easy access. Open an article, then click the Star icon. You can access your favorite articles in the Favorites section on the knowledge tab, and on the My Knowledge page.

Rate articles based on their quality and usefulness. You cannot rate articles that you own. There are two types of ratings. Your site may use either the 5 Star type or the Like or Dislike type. The 5 Star type is the default. Choose a rating from the article details page.