About this guide

The Knowledge Base User Guide has been written for customer service agents, back-office users, or web page public access. This guide covers the Knowledge Base solution from end to end. We will explore all areas from the basics of navigating the system to improving articles.

The Knowledge Base User Guide is split into various chapters. These chapters are ordered so that you progress through your guide as you would logically navigate your article search. The chapters contain sub-sections that break down barriers for you, explaining how to optimize the use of the system to effectively manage customer requests for information.

Readers of the Knowledge Base User Guide do not need to have development knowledge or prior knowledge of ServiceJourney. Leave a comment at the bottom of a page if you'd like us to improve content.

Table of Contents