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Hey everyone,

In my role combining business analysis and support responsibilities, I’ve been exploring the Front Administration Certificate. One area I find especially useful is the Knowledge Base.

From the materials, I understand you can:

  • Organize articles with tags by customer type or topic.

  • Insert articles directly from the composer when responding to customers.

  • Track article usage to see what’s most helpful and update content regularly.

I’m looking for ways to reduce repetitive questions while maintaining SLA targets. I’d love to hear how other analysts or support teams structure their Knowledge Base workflows to improve efficiency and insights from analytics.

Hello, 

Thank’s so much for posting your question! 😊 Annika here from Front Support, happy to assist! 

There are a few ways you can structure your Knowledge Base to maximize efficiency, 

The first would be to use the Chat bot to deflect common questions that could be asked. The chat bot would have access to your knowledge base to pull the information. 

Information on this can be found here: AI Answers

Additionally, a well-integrated Knowledge Base can make a huge difference for your team being able to find answers quickly. This will allow them to insert links directly from your knowledge base and view articles. 

Finally, by looking at what topics your clients often talk about, you can make articles that focus on those topics. This will help you reply faster and meet your SLA goals. Information on topics can be found linked here.

If you have any additional questions, please do let us know! 😁

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