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Using the Knowledge Capture app
How to set up and start using the Knowledge Capture app
Creating articles with the app
On Guide Professional and Enterprise, agents can use the Knowledge Capture app in the Support agent interface to create new articles using pre-defined templates. If a template does not exist, agents will not be able to create articles us...
Installing the app
The Knowledge Capture app is installed by default with any Guide plan and Support Team, Professional, or Enterprise. The app enables agents to: Search the Help Center without leaving the ticket Insert links to relevant Help Center artic...
Creating templates for the app
Agents can use the Knowledge Capture app to create new articles for Help Center, directly from the Support ticket interface. To do so, you need to create one or more templates for your agents to use to create their new content. Any artic...
Searching and linking articles using the app
Agents can use the Knowledge Capture app in the Support agent interface to search for Help Center articles and preview them, without leaving the ticket. They can also add a link to the article directly in the ticket. Searching for and pr...
Flagging articles with the app
On Guide Professional and Enterprise, agents can use the Knowledge Capture app in the Support agent interface to add feedback to flag existing articles. If a ticket reveals missing or incorrect information in an article, an agent can add...
Opening the Knowledge Capture app
Agents can open the Knowledge Capture app in the Support agent interface to perform the following actions: Search the Help Center without leaving the ticket Insert links to relevant Help Center articles in ticket comments (Guide Profess...