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Cut through information overload by making it easier to access, author, and deliver knowledge. A new user experience streamlines authoring/creation processes so you can capture and deliver knowledge that service agents can use to quickly resolve customer issues. A unified and conversational activity feed works like familiar web and social media apps, proactively surfacing the most relevant information and reducing the time spent searching for answers.
Automatically surface knowledge without leaving the service request. Our natural language processing (NLP) engine proactively recommends and prominently displays the most relevant knowledge article—at the very top of the service request window. The new, modern user interface mimics familiar social and consumer apps, delivering consistent and precise service information where and when it’s needed most.
Use customer-defined content templates to make it easier for authors to create new knowledge articles. Curate specific knowledge types, meet organizational needs, and configure metadata to surface the most relevant articles based on the inquiry. Empower authors to quickly and intuitively turn existing knowledge into easily accessible articles.
With our new knowledge capture capabilities, you can:
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