How to Seed Your Knowledge Base
Because Service can start with only 15-20 answers, the need for a comprehensive initial knowledge set is eliminated, which significantly speeds and simplifies implementation.
Most organizations can build their initial knowledge base from existing online questions and answers, documents, or customer support interactions. Instead of constructing a complete set of answers up front, you can take advantage of the ongoing questions that your customers submit to capture real-world issues.
As customers submit questions and your organization’s support staff solves these issues, you are supplied with content that is perfectly suited for public answers. Propose Answer lets agents suggest that certain incidents become public answers, letting you seamlessly create public answers from the real issues your customers are facing. This method of organic growth eliminates the need for a complete initial group of answers, significantly reducing your ongoing maintenance tasks, and ensures that your knowledge base contains useful, effective content. Additionally, as you foresee that upcoming events (for example, a product release, seminar, or conference) may increase queries on your site, you can manually add answers to the knowledge base to answer questions before they are even asked.