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 Freshservice Knowledge Base on their own without having to wait for an agent to attend to their issue. 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 Freshservice Knowledge Base works.

Adding Categories

The solutions in your knowledge base are broadly grouped under categories. This makes it easier for both customers and agents to isolate and identify the solutions they’re looking for. 

To add a new category:

  1. Click on the Solutions tab from the left sidebar

  2. On the Solution page, click on Add New > Category button on the top at right side of the page.

  1. Enter a Category name and a Description.

  2. Click on the Save button to create the new category.

  3. You can further edit the name or description of the category by clicking the Edit button
    next to the newly created category.

Adding Folders

The various categories in your knowledge base, are further divided into folders. This is how you add new folders under existing categories.

To create a folder:

  1. All the categories in your knowledge base appear on the left pane when you click on the Solutions tab.

  2. Click on the Category in which you want to add a new folder.

  3. Click on Add New > Folder button on the top at right side of the page.

  4. Enter a name, description and click on the drop down box to set visibility for the new

  5. You can also change the Category option here by selecting from the category drop-down list.

  6. Click on the Save button to create the new folder.

  7. You can further edit the details of the folder by clicking the Edit button next to the folder.