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CSR standard work processes in Knowledge Foundation?

Received Response
edited Jun 8, 2022 8:33AM in Agent Desktop 1 comment


Hi all - talk to me about using Knowledge Foundation to for stand work processes for customer service agents. Do you use KB for this? Why or why not?  Best practices? Pros? Cons? How to get buy-in?

Back story - we have standard processes that our CSRs have to follow and currently they reside on a Share Point site. The whole point of having a knowledge system is to reduce the # of knowledge repositories, right? So, I'd like to get our standard work into KB but one of our managers has this thought about where/how information should be stored:

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