Knowledge Base Use Cases

Customer education has always been a struggle for us - our clients aren't aware of all the services we offer, so our knowledge base focuses on educating our clients on best practices on our portal and all the services we use, which has resulted in fewer tickets, improved customer satisfaction, and improved year-on-year client spend.

We also have an internal knowledge base (basically an intranet, but brought into the 21st century) configured with SSO, so it's secure, and it has all our policies, company updates, and team information on it.
Hope this sparks some inspo!

I think it would be helpful for Front to have common pre-defined Front Knowledge Base templates that we can edit and fine tune to our processes. Sometimes I myself struggle to decided on topics that others should know, and its not until a question comes up that I may think hey we should add that to our knowledge base.

awsome thanks for the info.

We are using two instances of the knowledge base: one for external help, and one for internal use. The external help center ideally will deflect some contacts by allowing customers to self-serve. But we also have a need to store policies and processes that aren’t appropriate for customers, and it’s much easier find and manage those resources in Front rather than storing them in Google Drive.

Hi everyone — really glad to be here! I’m Josh, and I serve as the Business Process Automation Analyst for a UF TM.

We’re currently in the middle of trying to automate current manual processes with AI. I am now getting more familiar with Front and it seems like it’s a great place to start.

I’m planning to spend time digging into more community articles to pick up even more tips and tricks!

Hi all,

Currently planning on implementing Front’s internal knowledgebase for IT guides company-wide, hoping to have our other departments utilize it for their teams as well.

Not planning to deploy it externally for customers yet, since in the logistics industry it’s more important to have a person to talk to first, but looking forward to deploying it someday!