Customer Service · Module 21

Knowledge Base

Answer It Once, Reuse It Forever

Turn your team's best answers into short, searchable articles. Agents stop retyping the same reply, and customers can find answers on their own.

⏱ ~8 min to complete80 pts available🏅 Badge: Knowledge Curator

About & Business Case #

Why the same question keeps costing you time #

Daniel Kim · Senior Support Agent

"I've typed the answer to 'how do I reset my password' probably two hundred times this year. New hires don't know it, so they guess, or they interrupt me to ask. We need one place with the answer written down properly, that anyone can search."

When an answer only lives in one agent's head, every repeat question costs time twice. Once to answer it, and again to explain it to whoever asks next. A written, searchable answer only has to be right once.

What you get out of it

Common questions get answered faster and more consistently. New agents learn the ropes by searching articles instead of interrupting teammates.

Implementation #

Write it, publish it, then search for it #

Every article has a Title, a short Summary (shown in search results and lists), a Category (How To, FAQ, Troubleshooting, Release Notes, Best Practices, or Other), and the full Content — the actual answer. Content supports basic formatting and shows a live preview as you write, so you can see how it will look.

Status controls who can see it

Every article moves through a status, in this order: Draft → In Review → Published → Archived. Keep an article as Draft while you're still writing it. Only mark it Published once it's ready for agents — and customers too, if your Knowledge Base is customer-facing — to rely on.

Search and feedback

The Knowledge Base list has a search box and a status filter, so agents can find the right article in seconds. Each article also tracks a view count and Helpful Yes/No votes. That lets you see which articles are actually getting used, and which ones need a rewrite.

1 Publish a "How do I reset my password" article #

Open the Knowledge BaseGo to Knowledge Base → New Article.

Fill in the basicsTitle: "How do I reset my password?" · Category: FAQ.

Write the summary and contentAdd a one-line Summary and the full step-by-step Content. Check the Preview to see how it will look to readers.

Publish itSet Status to Published, then click Save Article.

Find it againBack on the Knowledge Base list, type "password" into the search box and confirm your article shows up.

How to Use #

Day-to-day: support agents #

Search before you answerCheck the Knowledge Base first — there's a good chance the question's already been written up.

Vote Helpful or Not HelpfulFlag articles that are out of date, so whoever maintains them knows to update it.

Day-to-day: knowledge curators #

Write up a new repeat questionAny time you answer the same thing twice, that's a sign it belongs in an article.

Check view counts and feedbackRevisit low-rated or rarely viewed articles — either fix them or archive them.

What to try next

Look at the Case Management, SLA & Routing trail — a good Knowledge Base cuts down how many Cases even need to be created.

Quiz #

Test what you learned #

1. What does an article's Summary field control?

The full article body agents read

The short description shown in search results and article lists

2. Which status should an article have while you're still writing it?

Draft

Published