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. 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 Freshservice Knowledge Base works.
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:
Click on the Solutions tab from the left sidebar and click on the New solution category button.
Enter a Category name and a Description.
Click on the Save button to create the new category or Save and create another to add
You can further edit the name or description of the category by clicking the Edit button
next to the newly created category.
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,
All the categories in your knowledge base appear when you click on the Solutions tab.
Click on the Add folder button next to the category for which you wish to create a folder.
Enter a name, description and click on the drop down box to set visibility for the new
Click on the Save button to create the new folder or Save and create another to keep
creating new folders.
You can further edit the details of the folder by clicking the Edit button next to the folder.