Knowledge

The Knowledge section is a fundamental component of Inline Help, where the content that fuels customer interactions is stored. It serves as a source of information that aids in responding to customer inquiries, troubleshooting issues, and providing valuable insights. This section acts as the foundation upon which the entire customer support experience is built.

Adding Content Sources

One of the key features of the Knowledge section is the ability for customers to add new sources of content. These content sources are typically integrated from various external platforms through the use of integrations. When a new source is added, Inline Help establishes a connection with the integrated platform and pulls relevant information to populate the Knowledge section. This ensures that the information provided to customers is current, accurate, and aligned with existing resources.

Types of sources:

Website - Publicly Available Websites and Knowledge Bases:

This source includes any website or online knowledge base that is accessible to the public.

Freshdesk Integration for Customer Portals:

Integration with Freshdesk allows for the incorporation of content from Freshdesk customer portals. This is particularly useful for fetching public content from these portals.

Advantages:

• Maintains the original structure of the Freshdesk Knowledge Base.
• Streamlined access to support articles and FAQs, enhancing customer support efficiency.

Custom Content Creation:

This source allows users to add custom content directly into the knowledge base. This content can be tailored to specific needs or topics that are not adequately covered by other sources.

Advantages:

• Personalization of the knowledge base to cater to specific user requirements or niche topics.
• Flexibility in updating and modifying content to keep pace with evolving information or organizational changes.

Continuous Improvement

The Knowledge section is not static; it's a living repository that evolves over time. As businesses encounter new customer inquiries and challenges, they can continuously update and expand their knowledge base to ensure that it remains relevant and valuable. This iterative process enhances the quality of customer support, allowing businesses to adapt to changing needs and trends.