8. Working with the knowledge base

A knowledge base is exactly what it sounds like: a shared collection of tried and tested solutions that have been documented for future reference. The primary purpose of a knowledge base and knowledge management, is to improve efficiency by reducing the need to rediscover knowledge.

Customers can easily locate solutions in the Dworkin Knowledge Base on their own without having to wait for an agent to attend to their issue. And as discussed in section 2.9.1, instead of typing out solutions every time, agents can also save a lot of time by simply linking relevant Knowledge Base solutions in their ticket responses to customers.

Here’s how the Dworkin Knowledge Base works.