Knowledge Capture app

Knowledge Capture app

Empower agents to capture knowledge and build on it over time to improve your knowledge base and self-service outcomes.

Know better, perform better

Your agents know the best ways to help a customer. That information is valuable, but often goes missing if it’s not documented just when it happens. The KC app turns that agent know-how into effective content for your knowledge base on the spot, making it easy to maintain and develop high quality articles.

Look no further for answers

The Knowledge Capture app allows agents to solve tickets faster with relevant help centre 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.

Knowledge Capture app

Keep knowledge up to date

While helping customers, agents will probably find articles that are incorrect or out of date. When they come across articles in need of improvements, they can immediately flag the articles and add feedback, naturally maintaining your knowledge base with relevant content.

Identify and fill in the content gaps

If agents can’t find what they’re looking for, they can instantly create and share new articles using predefined templates. By capturing knowledge on the fly, agents will continuously enrich your Knowledge Base with articles that answer your customer’s issues.

Measure and improve

Admins can access the Knowledge Capture dashboard to analyse which articles help agents solve the most tickets. You can dive deeper and and use those insights to develop your Knowledge Base over time.

"Previously, it fell to agents to search our existing articles to determine if there was one they could use or whether they needed to create a new one. Now that we have the Zendesk Knowledge Capture App installed, we have been able to increase productivity and improve article quality by automating a formerly manual and inefficient process."

David Vauthrin

Co-founder & CMO at FINALCAD

More Resources

  • Get Started in Seconds

    See how easy it is for agents to use the Knowledge Capture app to help customers.

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  • Zendesk on Zendesk

    Check out how Zendesk uses our own Knowledge Capture app and learn our best practices.

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  • Knowledge Capture Workflow

    Follow these steps to get your team’s knowledge capture process up and running.

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  • Leverage your know-how

    Understand why it's so beneficial to set up a knowledge capture process for your team.

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