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Knowledge in the Agent Workspace

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

Know better, do better

Last updated March 20, 2024

Your agents know the best ways to help a customer. That information is valuable, but often goes missing if it’s not documented right when it happens. Knowledge in the Agent Workspace 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

Knowledge in the Agent Workspace 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, Knowledge in the Agent Workspace surfaces AI-powered article recommendations that agents can link to ticket responses in just one click.

AI-powered article recommendations

Keep knowledge up to date

While helping customers, agents will likely find articles that are incorrect or out of date.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

Knowledge base

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 or they can submit a request for a new article to be written. By capturing knowledge on the fly, agents will continuously enrich your knowledge base with articles that answer your customer’s issues.

Knowledge Base Articles Knowledge Base Articles

Measure and improve

Admins can access Knowledge in the Agent Workspace context panel to analyze which articles help agents solve the most tickets. You can dive deeper and and use those insights to evolve your knowledge base over time.

Knowledge in the Agent Workspace context panel

Zendesk helps Veeva handle 35K tickets each month

Zendesk has given us best practices, and when we need something, they provide us with the answers we’re looking for.”

- Sahar Padash

Support Operations Manager

Read customer story

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