Test title change

You can use our Knowledge Capture app to leverage your team’s collective knowledge.

Using the app, agents can:

• Search the Help Center without leaving the ticket
• Insert links to relevant Help Center articles in ticket comments
• Add inline feedback to existing articles that need updates
• Create new articles while answering tickets using a pre-defined template

Agents never have to leave the ticket interface to share, flag, or create knowledge, so they can help the customer, while also improving your self-service offerings for other customers.

To get started, see our Knowledge Capture documentation.

And before your agents can start creating new knowledge directly from tickets, you’ll need to create a template for them to use. To help you along, we’ve provided some template ideas below. You can copy and paste any sample template below into a new article, add the KCTemplate label to the article, and you’ll be all set.

Q&A template:

[Title]

Question

write the question here.

Answer

write the answer here.

Solution template:

[Title]

Symptoms

write the symptoms here.

Resolution

write the resolution here.

Cause

write the cause here.

How-to template:

[Title]

Objective

write the purpose or task here.

Procedure

write the steps here.

https://docs.google.com/spreadsheets/d/1VA36ev_KQlCi6p4ojksrEYYBJ2Wl9WiwJE3r-R4Qkq0/edit#gid=541890420

See spreadsheet

 

	A	B	C	D	E	F	G	H	I	J	K	L	M	N	O	P	Q	R	S	T	U	V	W	X	Y	Z	AA	AB	AC	AD	AE	AF	AG	AH	AI	AJ	AK	AL	AM	AN	AO	AP	AQ	AR	AS	AT	AU	AV	AW	AX	AY	AZ	BA	BB	BC	BD	BE	BF	BG	BH	BI	BJ	BK	BL	BM	BN	BO	BP
1
2		EVENT MARKETING TIMELINE TEMPLATE							Smartsheet Tip ➜						Itemize different elements of each campaign and schedule them by week
3
4		PROJECT TITLE		[Project's title]					COMPANY NAME							[Company's name]
5		PROJECT MANAGER		[Project Manager's name]					DATE							3/12/18
6
7
8		CAMPAIGN TYPE		ADDITIONAL INFO					PHASE ONE															PHASE TWO															PHASE THREE															PHASE FOUR
9									WEEK 1					WEEK 2					WEEK 3					WEEK 4					WEEK 5					WEEK 6					WEEK 7					WEEK 8					WEEK 9					WEEK 10					WEEK 11					WEEK 12
10		National Marketing
11		Banner Ads 01		Details here
12		Banner Ads 02		Details here
13
14
15		Local Marketing
16		Web Ads 01		Details here
17		Web Ads 02		Details here
18
19
20		Public Relations
21		Press Releases		Details here
22		Webinars		Details here
23
24
25		Content Marketing
26		Sponsored Content		Details here
27		Landing Page		Details here
28		White Papers / Ebooks		Details here
29
30		Social Media
31		Social Media Website / App 1		Details here
32		Social Media Website / App 2		Details here
33		Social Media Website / App 3		Details here
34		Social Media Website / App 4		Details here
35		Social Media Website / App 5		Details here
36
37		Online
38		Blog		Details here
39		Website		Details here
40		Mobile App		Details here
41		Mobile Alerts		Details here
42		Email Newsletter		Details here
43
44		Web
45		Development		Details here
46		Pay-Per-Click Marketing		Details here
47		SEO		Details here
48
49		Market Research
50		Surveys		Details here
51		Impact Studies		Details here
52
53
54		Sales Campaigns
55		Campaign A		Details here
56		Campaign B		Details here
57		Campaign C		Details here
58
59		Other
60		Corporate Branding		Details here
61
62
63