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Accumulate the knowledge of your company in a unified knowledge base. By using knowledge base articles you will be able to resolve cases in a more timely manner, ensuring high quality of service for your clients and partners.
When working on case resolution use advanced search capabilities of the knowledge base. Define article categories, keywords and tags, service types, most popular solutions and instructions.
Knowledge base management
Keep the knowledge base up-to-date. Enable your agents to rate articles, post comments and regularly update articles. Track all changes and updates, as well as the frequency of knowledge base usage.