Knowledge
Puzzel's Knowledge Management Product has undergone significant improvements and is now available as a new version with granular access control. Customers onboarded with Puzzel Knowledgebase prior to January 2025 will be gradully upgraded to the new version. More information will follow when we are ready to rolllout the upgrades.
The Knowledgebase management system is a content storage hub, that allows you to create articles about topics that are deemed relevant and useful for the agents while answering customer queries.
In the Knowledgebase Management system, you can:
- Create/edit articles
- Create/edit decision tree based content
- Use version control
- Categorize the articles
- Publish/unpublish the articles
- Gather feedback on the articles
- Deliver news
- Deliver announcements
- Utilise granular access control for authors, agents or public consumers
- Visualise performance metrics related to the content and usage
- Implement approval workflow for content publishing
- Re-use files and attachments in articles
Admins and authors create relevant articles and group content appropriately, so that it can be effectively analyzed [automatically served or manually searched] and used by the agents while on conversation with the customer or access the content ad-hoc using our Knowledgebase widget in the agent application.