Overview
Inline search & cite; insert article blocks with variables.
Problem
Agents retype known fixes; knowledge lives out-of-band with poor attribution.
Solution
Agent Desk suggests relevant articles as agents read; insert cited snippets, track deflection and article quality.
How it works
Use macros that insert article blocks with variables. Feedback loops improve content based on usage and CSAT.
Who is this for
Knowledge Manager
Support Manager
Agent
Expected outcomes
- Higher first-contact resolution
- Lower handle time on FAQs
Key metrics
Deflection rate
Baseline
10 %
Target
25 %
Article adoption
Baseline
12 % of tickets
Target
35 % of tickets
Gallery
Downloads & templates
Case studies
SaaSCo lowers AHT 19% with KB
KB suggestions + macros reduced retyping and improved FCR.
Software SMB Global
Security impact
- Article content & usage analytics · PII: none
Compliance
- SOC2 (change control for content)
Availability & next steps
Team
Pro
Enterprise