Within a knowledge base, FAQs can function as their own articles (e.g., “How do I set up a password?”) or be incorporated into a longer series (e.g., “How to get started with your account”). Here’s a snapshot of some of our FAQ articles: Snapshot of Zendesk’s FAQ knowledge base articles FAQs start with a question and then answer it concisely. FAQsįrequently asked questions are an important part of a knowledge base because they address the most common questions customers have and are useful to customers at all stages of the customer journey. Here are a few examples of knowledge base article templates to add to your template library and broaden your help center content for a variety of customer needs: 1.

But knowledge also has to be formatted in a way that makes it easy for a customer to find that solution with ease.

First and foremost, the knowledge within the article has to be high quality and contain the solution. There are two levels to an effective knowledge base article. Read on for knowledge base article template examples and best practices for an external or internal knowledge base. How you structure a help center article can make all the difference in whether a user finds what they’re looking for and leaves empowered or gives up frustrated. Not all knowledge is created the same, and a support team should optimize content for the way it’s being consumed.

They expect self-service that is tailored and contextual to their needs-whether they’re interacting with a knowledge base directly, being directed to a resource from an agent, or having a conversation with a chatbot.Ĭustomer self-service is omnichannel now, and customers (and employees) expect content to align with how they engage with it. But today, customers don’t just expect businesses to simply offer self-service. This has been true for a while now: 67 percent already said they rather self-serve than speak to an agent in 2013. Please note that these free Open Office Impress templates are property of Presentation Magazine and cannot be resold or displayed on the web without permission.It’s no secret that customers prefer to be autonomous and solve their problems on their own. We have had such a strong response to our article about Open Office Impress that we have decided to convert all of our most popular PowerPoint templates across to Open Office Impress although you can now open any of our PowerPoint templates in Impress. OpenOffice Impress, Template Articles, Clouds, Software

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