Support
Ufafanuzi wa
A knowledge base is a searchable repository of articles answering common product questions. Customer-facing knowledge bases (help centers) deflect support tickets; internal knowledge bases help teams find information faster. Modern KBs power AI assistants via retrieval-augmented generation (RAG).
Pointi muhimu
- Public (customer help center) vs internal (team wiki)
- Well-structured KB is the foundation for AI deflection
- Article quality > article quantity
- Analytics on article views inform what to improve
Mfano wa Mfano
A SaaS company's help center has 200 articles organized into 10 topics. Search logs show 'SSO setup' is the most-searched unanswered query — they add the missing article.
Kuacha kutumia zana za kufuatilia hii
KamoCRM inaunganisha CRM, mawasiliano, na shughuli - metrics neno hili linaelezea kuwa dashibodi za kuishi katika nafasi yako ya kazi.