As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.

Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimise a knowledge base for internal use.

While companies may differ in how they approach their knowledge content, customers agree that self-service interactions can make or break the support experience

We talked to industry leaders from Electronic Arts, Fossil, Clever, and FINALCAD to see how they’re utilizing Zendesk Guide and the Knowledge Capture app.

There are many surprising benefits to hosting a branded community in addition to supplementing a help portal, including better SEO, knowledge sharing, customer engagement, and more

Agilyx helps its customers adapt quickly and cost-effectively in the face of change, and has taken the same approach to its own customer service

At Zendesk, we have jumped into the beginning phases of exploring this newer world of business-applicable machine learning with Answer Bot

For a deeper dive into the benefits of customers helping themselves, we highlighted five of our customers and their use cases related to self-service

Knowledge is the product that your support team owns and builds every day.