Knowledge base definition

Defining a knowledge base

By definition, a knowledge base is a collection of institutional knowledge, both structured and unstructured, which can be drawn on as customers and agents have questions or issues.

Zendesk Guide, a smart knowledge base software lets you curate, organize, and share company knowledge with agents, select customers, or the public at large. While Guide is available at all times, customers and agents can serve themselves with the information they need, when they need it.

Moving forward

Guide makes building a knowledge base simple with:
  • Drafts that save while in progress
  • Rich formatting to make articles easy to read
  • Localized content available in more than 40 languages
  • Content that can be scored or measured to determine its effectiveness - find out what works and what needs work

Le saviez-vous ?

A robust knowledge base that is easy for customers to search drives customer satisfaction while improving the efficiency of agents and reducing ticket times.

Les possibilités de Zendesk

Guide makes it easy to tap into your agent knowledge base, making it possible to create content, link articles to tickets, and flag content for improvements. As a result, the customer enjoys an overall improved experience. Enroll in a free trial of Zendesk Guide to see the positive impact it could have on your business.

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