Hi, I'm Admin for my companies help centre (not an agent) and I'm wondering how to use the Captured Knowledge feature. I can't find anything explaining what it is and does, or how to use it.
I can see a lot of articles and posts about the 'Knowledge Capture' app. Are the two related?
Thanks, R
Hi Rich,
Yes, that is the Knowledge Capture App. The app allows agents to solve tickets faster with relevant help center content at their fingertips. By automatically searching and suggesting articles based on the brand and language of the ticket, the Knowledge Capture app surfaces AI-powered article recommendations that agents can link to ticket responses in just one click. To know more information about it, you may check Knowledge Capture app resources
All the best